Senior Customer Service Manager

Description

The Senior Customer Service Manager will create and execute a vision for a world-class Safco customer experience and serve as the voice of the customer across the organization. This leader will partner closely with Sales, Operations, Supply Chain, Marketing, Product Management, and other business functions to establish and drive accountability for customer-centric strategies that drive business results and strengthen customer relationships. The role is responsible for advancing the Customer Care function through continuous improvement, process optimization, and organizational effectiveness while establishing key performance metrics and service standards. The Sr. Manager Customer Care will lead a high-performing team and influence cross-functional initiatives that enhance the customer experience, improve operational performance, and support the evolving needs of the business and our customers.

This position reports to the Director of Sales and Customer Care of Safco and is based in New Hope, MN.

DUTIES AND RESPONSIBILITIES

• Develops and executes a Customer Care strategy aligned with business objectives, ensuring processes, capabilities, service models, and systems evolve to meet changing customer and organizational needs.
• Partners with Sales, Operations, Manufacturing, Marketing, Product Management, and IT to identify and implement solutions that improve customer outcomes and operational effectiveness.
• Leads change initiatives that enhance team capabilities, customer experience, service delivery, and business performance through process improvement, technology adoption, and organizational effectiveness.
• Provides strategic direction and people leadership to develop organizational capabilities, optimize team structure, and build a high-performing, proactive Customer Care team that delivers exceptional customer experiences.
• Executes consistent high levels of on-time, on-quality, and in-full customer service satisfaction goals to drive profitability.
• Drives efficiencies, automation and improvements for new and existing processes within the business to better support and service customers.
• Establishes customer-centric performance metrics and processes to measure success and drive continuous improvement in meeting and exceeding the evolving needs of the business and our customers. Regularly monitors and communicates key performance indicators (e.g., Net Promoter Score, customer satisfaction, service levels), using data and insights to identify opportunities to improve the customer experience, team performance, and operational efficiency.
• Serves as the voice of the customer, influencing business decisions and partnering cross-functionally to improve customer satisfaction, retention, and overall experience.
• Develops, motivates and coaches team members and holds them accountable to meet and exceed individual and department goals.
• Handles escalated and highly sensitive customer calls and complaints with a high level of service, urgency and professionalism while troubleshooting and developing improvement actions plans to mitigate like issues in the future.
• Evaluates and evolves Customer Care operating models, processes, and team capabilities to support business growth, customer expectations, and organizational priorities.
• Coaches team members and aid in issue resolution around or complex customer issues
• Leads the development of training and cross-training strategies that build team capability, support the adoption of new processes and technologies, and ensure consistent, high-quality service across all customer interactions.
• Other duties as assigned.

REQUIRED EDUCATION, EXPERIENCE AND SKILLS

• Bachelor's degree or a equivalent combination of education and experience
• 7+ years of experience managing a customer service organization
• Experience with a hard goods company
• Previous track record of utilizing and implementing best practices to evolve and improve overall customer experience
• Strong written and verbal communication skills with internal and external stakeholders
• Conflict management skills
• Scheduling workflow and training teams
• Data and analytics experience
• Demonstrated ability to influence and lead cross-functional initiatives without direct authority.
• Experience leading change, process improvement, or transformation initiatives that improved customer experience and business outcomes.
• Proven ability to translate customer insights and business needs into actionable strategies and operational improvements.

PREFERRED EDUCATION, EXPERIENCE AND SKILLS

• Business system software experience – JDE/Oracle experience a plus
• Training experience
• Public sector/GSA experience
• National distributor experience

COMPENSATION & BENEFITS

The starting base salary range for this position is $116,000 - $145,000 per year. The compensation posted is the anticipated pay for the position at the time of the posting. We may pay above or below posted amount based on several factors, including, but not limited to education and/or certifications, skills, experience, or work location. Some positions may qualify for additional compensation in the form of bonuses.

At LDI, we are pleased to provide employees with a comprehensive benefits package including health/dental/vision insurance options; paid time off; 10 paid holidays; 401(k) plus company matching and annual discretionary profit sharing; flexible spending and health savings account options; life and disability insurance; tuition assistance; wellness and mental health resources, and financial advising services. Eligibility in benefit programs is based on hours worked per week.

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Regular sitting, standing, and walking throughout the day to accomplish tasks
• Manual and finger dexterity used regularly with some repetitive finger motions
• Ability to work in front of a computer screen for long periods of time
• Specific vision abilities include close and distance vision; able to identify colors, small letters, and numbers; hand/eye coordination, depth perception and able to adjust focus
• Hearing and speaking
• Other conditions may include frequent reaching, stretching, pushing, pulling, pinching, grasping, and gripping.

ABOUT OUR COMPANY

Comprised of multiple companies with headquarters in New Hope, Minnesota, Liberty Diversified International (LDI) is a privately held company employing more than 1,900 individuals across our manufacturing facilities, production facilities and core business operations in Minnesota, Iowa, Nebraska, Illinois, Mississippi, Texas, Arizona, Virginia, California, and Mexico. With deep roots in the corrugated box manufacturing industry, we operate in the core markets of paper, packaging, workplace products, corrugated plastics and building products.

Since 1918, our values – Caring, Innovation, Trust and Excellence – have guided our day-to-day activities. We believe that when our employees are aligned with these values, we create superior service and solutions for our customers. The LDI family of companies includes Liberty Packaging, Liberty Paper, Liberty Plastics (Custom Solutions and Quarrix Building Products) and Safco.

Liberty Diversified International is an equal opportunity employer and makes all employment decisions without regard to race, color, sex, religion, age, creed, sexual orientation, national origin, marital status, disability, or any other protected class.