Customer Service Manager

About the role

The Customer Service Manager will oversee the CSR team in Louisville, KY, coordinating and managing customer service activities from order entry through shipment of product. The role involves partnering with various teams including production, shipping, maintenance, and scheduling to ensure optimal customer satisfaction.

Responsibilities

• Manage customer accounts and develop a customer account plan using a cross-functional approach.
• Review product backlog and production performance to identify opportunities for functional efficiency improvements.
• Maintain overage inventory, coordinate price changes, and liaise with other departments on changes, adjustments, and special projects.
• Communicate with Customer Service Representatives, manufacturing partners, and sales to align on current state and meet customer needs.
• Support Customer Service Representatives with issue remediation and communication with customers as necessary.
• Train Customer Service Representatives on specific topics or best practices and provide ongoing coaching and feedback to enhance their performance and support career growth.
• Participate in relevant calls/meetings with customers, sales, supply chain, etc. as needed.

Requirements

• 5+ years of customer service experience in high volume, folding carton or printing facilities, preferably in multi-shift/multi-site operations.
• A high school diploma with a college degree preferred.
• Meaningful experience with Microsoft Office tools (Excel, Word, PowerPoint).
• Prior experience with MRP/ERP systems, especially Epicor - AVP, is preferred.
• Demonstrated ability to take ownership, initiate responsibilities, and execute them to meet business needs and deliverables.
• Ability to work under pressure, produce creative and innovative strategies, and solutions.
• Strong interpersonal and communication skills (both written and verbal), including building relationships and effective communication across the organization.
• Ability to multi-task, prioritize effectively, and maintain attention to detail in a fast-paced business environment.
• Problem-solving skills and the ability to implement solutions to correct practical problems.

Qualifications

• Passion for innovation, achievement, growth, and leadership.
• A positive attitude and drive to overcome challenges and deliver world-class service.

Skills

• Customer service management.
• Team coordination and management.
• Product backlog and production performance analysis.
• Inventory management and coordination.
• Communication and relationship-building skills.
• Training and coaching of employees.
• Problem-solving and solution implementation.

Benefits

Not specified.

Pay

Not specified.

Schedule

Hybrid role.