Customer Service & Sales Administration Manager

Responsibilities

• Hire, train, supervise and lead separate Customer Service and Sales Administration teams.
• Audit, evaluate and revise all processes and procedures, as necessary and appropriate, to incorporate “best practices” and ensure repeatability and survivability.
• Set-up and maintain all customer accounts and related databases and ensure all information, including, but not limited to, customer “Bill To”, “Ship To”, credit and contact information, as well as product specifications, pricing, allowances, incentives, commissions, cash and freight terms is accurate.
• Work with Sales, Manufacturing, Logistics and Finance to ensure all customer requests for pricing (i.e. RFP), information (i.e. RFI) and/or samples are fulfilled timely and accurately by the Customer Service team.
• Monitor all customer KPI’s, including but not limited to On Time/In Full (“OTIF”) performance, in stock levels, complaints and compliance with various labeling, packaging, palletizing, routing and/or other requirements, notify key stakeholders of non-compliance and take all necessary and appropriate remedial action.
• Monitor daily “Order Issue Report (OIR)” and, as necessary and appropriate, notify key stakeholders of any problems, work on an inter-departmental basis with manufacturing, purchasing, logistics and/or other interested parties to remediate any problems and escalate unresolved issues to successively higher management levels in pursuit of a satisfactory, if not optimal, solution.
• Monitor customer order patterns and year-to-date (YTD) performance and, as necessary and appropriate, notify key stakeholders, including sales representatives and sales management, of any anomalies in an effort to avoid or, at least, mitigate potential damage.

Requirements

• Bachelor’s degree from an accredited four (4) year college or university or equivalent combination of on-the-job training, professional development, experience and education.
• 8-10 years of work experience demonstrating steady personal and professional growth in fast paced, high volume Customer Service or similar customer facing positions, including at least four (4) years in management.
• Mechanical Engineering degree preferred but not required.
• Intermediate to Advanced level Microsoft Office Suite skills (Word, Excel, Access, PowerPoint, Outlook, Teams).
• CRM experience with Microsoft Dynamics or other.
• Strong management, leadership, organizational and administrative skills, able to multi-task and stay cool under pressure.
• Excellent verbal and written communications skills and ability to relate to internal and external customers and clients, alike, at all levels.

Qualifications

• Manufacturing experience preferred but not required.

Skills

• Customer Service
• Sales Administration
• Customer Relationship Management (CRM)
• Microsoft Office Suite
• Microsoft Dynamics

Benefits

• Cafeteria Benefits Plan
• Flexible Spending Arrangement (FSA)
• Medical Insurance (BCBS)
• Dental Insurance
• Optical Insurance
• Life Insurance
• Short & Long-Term Disability Insurance
• 401 K Retirement Plan (with Safe Harbor Company Match)
• Tuition Assistance
• Employee Assistance/Wellness Program
• Paid Vacations
• Paid Holiday
• Paid Sick & Personal Time
• Professional Development Program (AJM University)

About Us

AJM was originally founded as a distributor of commercial paper, plastic and foil packaging products and related cleaning, janitorial and order processing supplies and equipment by three (3) Detroit area brothers operating out of a small warehouse in Detroit’s Eastern Market. In 1957 they built and moved into slightly larger quarters on Detroit’s southwest side, where, for the very first time, they began manufacturing their own products. Over the ensuing decades, AJM gradually evolved from its broadline distributor beginnings into a major paper products manufacturer, today employing nearly 3,000 people and operating eight (8) manufacturing and five (5) warehouse/distribution facilities strategically located throughout the United States. Some things have undoubtedly changed since AJM was founded, but the company’s commitment to its customers and employees, alike, has not wavered and is deeply embedded in its DNA. So, too, is the founding brothers’ entrepreneurial spirit, “can do” attitude and singular focus on the value proposition that has fueled the company’s success from the very beginning. We’re still family owned and operated, still manufacturing our products in the good old USA and still providing our customers with the same reliable service and quality products they’ve come to expect from AJM for more than 75 years now.

Career Development

At AJM, we realize we will only go as far as our employees can take us and, for that reason, we invest millions of dollars every year on both classroom and on-the-job training to develop our employees’ skills and promote a culture of learning and continuous improvement. There are no barriers to impede your progress here and no ceilings to halt your advance. You’ll control your own destiny, and we will help you reach your full potential with both in-house development programs and tuition reimbursement for undergraduate and graduate level college studies.