Customer Service Manager

Responsible for the processes and systems related to the servicing of our customers, directing the delivery administrative and operational assistance designed to promote revenue growth, productivity, and exceptional levels of customer satisfaction. Provides team members with the appropriate training, tools, direction and motivation that enable their success. Executes the company strategy and acts according to the company values.

Responsibilities Include:

• Develops and implements procedures pertinent to the effective and efficient operation of the Customer Service Department.
• Escalate issues impacting customer satisfaction to site and commercial management teams
• Work with the CS Teams on crossing training
• Assure the teams are staffed properly. Works with VP of Commercial & Director of Ops on Head Count.
• Maintains in-depth working knowledge of company systems and processes.
• Sets performance standards to meet service goals of the company.
• Develops and reports individual and departmental performance metrics for continuous improvement. Coaches team in order to achieve high performance.
• Conducts regular on time performance appraisals for all team members.
• Develops goals, action plans, and time tables for direct reports.
• Monitor team order entry, confirmation and response to customer inquiries, including management of delivery dates to assure the team is meeting expectations (within 24-48 hrs. of receipt)
• Oversees the transfer of orders to other sites for level loading or service demands
• Develops and implements work instructions for the Customer Service Department
• Assure the team communicates effectively internally on new customer designs, artwork, launches and new structures, including coordinating meetings with pre-press, estimating, quality, planning and operations (new business reviews).
• Educate the customer service team on prompt and proper communication; monitor for compliance
• Escalate issues impacting customer satisfaction to site and commercial management teams
• Assist with transfer of orders to other sites for level loading or service demands
• Work with Estimating to make sure that customer price lists are current and maintained on company assigned depository
• Liaise quality issues to quality and operation management teams
• Generate monthly team metrics and service performance indicators; report to commercial and operation teams as required
• Provide customer provided sales forecasts to planning, scheduling, and operation teams
• Evaluate team performance, ensure the Customer Service Managers are clear on their roles and responsibilities and performing accordingly; educate, lead, and develop strong team members and provide tools to maintain customer satisfaction
• Identify opportunities for process improvements to enhance customer satisfaction and/or departmental efficiency
• Facilitate/lead kaizen workshops to promote workflow continuous improvement and c

Education/Experience:

• Bachelors degree required.
• 5 years of customer service management in a manufacturing environment with multiple product lines. Pharmaceutical printing/folding industry experience preferred.

Knowledge/Skills Requirements:

• Customer-focused proven ability to provide consistent high quality support.
• Demonstrated ability to lead people and get results through others.
• Well developed coaching and counseling skills.
• Must demonstrate good judgment with the ability to make quick, sound decisions.
• Excellent written, verbal, and listening skills.
• A creative thinker with strong problem solving skills.
• Requires good organization and record keeping skills.
• Strong time management skills are necessary with the ability to manage multiple priorities.
• Familiarity with Microsoft office software required.

IV. Physical Demands:

Individuals will need to sit or stand as needed. May require walking primarily on a level surface for periods throughout the day. Reaching above shoulder heights, below the waist or lifting as required to file documents or store materials throughout the workday. Proper lifting techniques required. May include lifting up to 25 pounds for files, computer printouts on occasion.