Customer Service Manager

Job Title

Overall responsibility for customer service, order entry, order processing, and order shipping.

Duties And Responsibilities

• Must be able to lead and communicate at a high level to Customer Support Staff, Production employees, Management and Customers
• This position must be computer literate.
• General office duties, ordering supplies, scanning/faxing, filing, answering phones.
• Maintain excellent working conditions, a safe work environment, and high morale within the plant.
• Review and ensure that all plant goals regarding in-bounds, out-bounds, on-time deliveries, backlog, and other product quality and performance issues are being met.
• Attend scheduling meetings
• Monitor inventory and warehouse items. Provide input to management as to availability of stock, slow moving, and fast moving items.
• Keep Operation Manager informed regarding problems or situations that may affect the overall production operation of the plant.
• Must display emotional control in time sensitive situations and be able to multi-task.
• Must be able to communicate clearly and effectively.
• Comply with company policies and procedures.
• Experienced in Microsoft Office is required

Complies with company policies and procedures.

Additional duties as assigned by management.

Education And/or Experience

High school diploma or GED

Five years experience in a manufacturing environment

Three years supervisory experience overseeing three or more people

Candidates are PREFERRED who offer the following:

Experience in the corrugated container industry

Computer literate (MS Excel and MS Word)

Language Skills

Strong communication skills. Ability to read and interpret documents such as business and performance reports, operating and maintenance instructions and procedure manuals. Ability to write business reports and correspondence. Ability to speak effectively before groups of customers, the general public, managers, and other employees of the organization.

Mathematical Skills

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, and volume. Ability to compute rates and ratios. Ability to generate and interpret graphical representations.

Reasoning Ability

Ability to solve a variety of problems and deal with a variety of situations where only limited information or standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Technical Skills

Computer literate (MS Office including Word and Excel and data entry skills)

Application knowledge of products and production processes

Quality standards – both ISO and QS

Physical Demands

Employees are regularly required to walk and talk and hear, stand, and sit. Vision requirements include: close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment

While performing the duties of this job in the plant, the employee is exposed to wet and/or humid conditions, moving mechanical parts, and fumes or airborne particles. The noise level in the plant work environment is usually loud.

Leadership Attributes

The individual must possess the following:

Superior time management skills including the ability to manage multiple issues concurrently and the ability to lead an effective and efficient meeting.

Superior communication and teaching skills in order to function effectively as a teacher for his/her personnel.

Excellent crisis manager who demonstrates that he/she has a high emotional control under adverse conditions and can lead his/her personnel to a successful resolution.

Excellent employee relations skills including being an active listener, understanding how to appraise personnel, applying both positive and corrective feedback, being able to resolve conflicts either involving the supervisor directly or as a third party, understands and demonstrates positive motivational skills including coaching and delegation techniques.

Demonstrated confidence including providing a consistent leadership style with an acceptable level of professional assertiveness.

Professional appearance to support his/her role as a managerial representative.

Performance Measurements

The performance of the Customer Service Manager will be measured as follows:

Operating standards - The employee will need to meet or exceed the Operating Standards set in the areas of quality, cost, safety, planning, customer satisfaction, supervision, efficiency, and productivity. Such standards will be set annually and communicated to the manager.

Personal growth - Each year there will be professional goals developed and agreed to by the manager and supervisor.

Employee relations – The employee will be evaluated regarding his/her skills and advancements in the areas of motivational techniques and results, positive and corrective/constructive feedback, subordinate development and creating a positive work environment.

Creativity – This will be evaluated by how active the employee is in participating in advancing the business through new and innovative ideas.

Benefits

- Full Medical, Dental, & Vision Benefits

- Paid Holidays

- Paid Vacations

- Bonus Pay

- 401K with a match