Customer Service Manager

About the role

We are looking for an experienced Customer Service Manager for our Louisville, KY, Hood Container Packaging Services Plant.

Responsibilities

• Provide strategy, direction, and leadership to the Louisville Account Manager/Coordinator team.
• Partner with production leadership, shipping, and scheduling to review product backlog and production performance to identify opportunities for improvement.
• Review and ensure that all plant goals and on-time deliveries are being met.
• Generate and review daily booking reports.
• Make account assignments and communicate account assignments to all personnel including a backup plan.
• Pricing authority on all reorders within the approved guidelines.
• Assist in handling customer escalations and resolving complex customer issues.
• Work closely with the Account Manager team, sales, quality leader, and plant management to address customer complaints, provide satisfactory solutions, and ensure timely resolution.
• Aid in the training and development of Account Manager/Coordinators by supporting the implementation of training programs to ensure the team is equipped with the necessary skills and knowledge to deliver exceptional service by conducting regular department meetings and one-on-one meetings.
• Continuously evaluate processes, policies, and procedures and make improvements where appropriate.
• Operate as an Operating System champion. Ensure this tool is configured to generate accurate cost estimates.
• Collaborate with IT Leader to resolve issues.

Requirements

• Bachelor's degree or equivalent work experience.
• 5+ years of experience in a leadership position within customer service, sales, or a sales support environment.
• 2+ years of experience in a manufacturing, industrial, or warehousing environment.
• Experience using Microsoft Office, i.e., Word, Excel, PowerPoint.
• Warehouse or inventory management experience is a plus.
• Previous experience with daily production/demand planning and procurement.
• Knowledge of Bill of Materials and quoting/pricing.
• An attention to detail with the ability to handle multiple tasks simultaneously.
• An analytical skills and independent decision-making.

Qualifications

• Strong organizational, teamwork, and self-starter skills.
• Key player in achieving the goals and objectives of the facility.
• Partners with all departments in the plant and reports to the Plant Manager.

Skills

• Microsoft Office with an emphasis in Excel.

Benefits

We offer a competitive benefits package you can view at https://hoodcontainer.com/benefits/. Employees eligible are for benefits 1st day of the month after 30 days of employment.

Pay

Competitive Pay

Schedule

N/A