Customer Service Manager

Responsibilities

• Lead and model customer intimacy, championing the development of customer-focused solutions.
• Champion the plant(s) relationship with new and existing customers, working with the sales associates to ensure all aspects of service to the customer, such as schedule, quality of product, on-time delivery, and service recovery issues are resolved.
• Build, develop and manage a high performing customer service team to support the short-term and long-term growth of our customers.
• Establish, monitor and achieve customer service and shipping and receiving operating metrics, such as on-time delivery, service recovery turnaround and complaints, average response times, NPS, and customer effort.
• Manage order entry process from start to finish, including but not limited to order entry system, production estimates, work and shipping/receiving instructions.
• Manage customer complaints and concerns process with a focus on facilitating issue resolution at the plant and overall communication, internally and to the customer.
• As appropriate, when assigned through Customer Service, manage and support vendor relationships for the Plant, including freight carriers, print tools, and raw material suppliers.
• Develop and ensure standardized CSR training methods are followed and onboarding methodology followed. Update on a routine basis, as needed.
• Manage process to ensure customer billings are accurate, including exceptions and account reconciliation. Manage consolidation of shipping information, including cost management.
• Model the company values. Conduct oneself in an appropriate, business-like and professional manner, building strong relationships both internally and externally.
• Support customer pricing function interactively by reviewing capabilities, capacity and estimates.
• Build strong relationships with the members of the plant management team and contribute to the goals and objectives of the other functional areas represented.

Qualifications

• A four year college degree; or two to four years related experience and/or training; or equivalent combination of education and experience
• Strong knowledge of manufacturing operations, methods and practices
• This position requires high level computer skills; excellent written and verbal communication skills; prior customer service management experience and technical printing knowledge helpful
• Ability to travel within North America
• This position requires the incumbent to drive a motor vehicle, use color vision, hearing, sitting for prolonged periods, speaking and articulating, on a constant basis, stand walk use hands to finger, handle or feel; reach with hands and arms; talk and hear
• The noise level in the work environment is minimal