Customer Service Manager- Manufacturing

Job Description Job Description Job Title: Customer Service Manager- Manufacturing Department:

Administration Job Summary: Maintains customer satisfaction by providing problem-solving resources; managing staff. In the absence of this position, the Customer Service Lead will take over and assign duties to the Customer Service Reps.

Education: Bachelor’s degree or equivalent work experience Preferred Experience: Minimum one year supervisory or management experience Minimum one year customer service experience Strong preference for manufacturing industry experience Requirements: Sales and/or Customer Service experience.

Manufacturing Leadership experience.

Managing and scheduling the team's work hours Must adhere to all quality processes, including documentation and verification as they apply to the performance of your tasks. Must be able to articulate and communicate effectively with customers, office, and production personnel.

Work well under pressure and can meet deadlines. Excellent problem solving and innovative thinking skills. Excellent organizational and multi-tasking skills Must be able to read a tape measure down to .0625.” Above average computer literacy, math, and literacy skills Microsoft Word, Excel, and Outlook experience Adobe Illustrator experience preferred.

Duties: Accomplishes customer service human resource objectives by selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures. Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing changes. Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.

Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes. Maximizes customer operational performance by providing helpdesk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing network problems. Manage Logistics, Shipping and Receiving and oversee the Slitting Department.

Staff are informed and held accountable for their food safety, quality, and regulatory responsibilities, Customer Service Manager is positively encouraged and required to notify management of actual or potential food safety issues, Customer Service Manager is empowered to act to resolve food safety issues within their scope of work. Customer Service Manager is informed and held accountable for their food safety, quality, and regulatory responsibilities. Will be a member of the food safety and quality recall team.

Participate in the Business Continuity Plan as necessary. Trained in Emergency Response. Develop and approve SOP for the shipping and receiving department and CSR functions.