Customer Service Manager

Company Description

Pixelle Specialty Solutions (SPRING GROVE PAPER MILL) is the largest specialty paper company in North America, with fully integrated pulp and paper operations in Chillicothe, Ohio, Spring Grove, Pennsylvania, Stevens Point, Wisconsin and a coating operation in Fremont, Ohio. Supported by an experienced product development team, Pixelle excels in designing customized solutions that help customers bring new products to market. With a long history of leadership in the paper industry, Pixelle delivers the most comprehensive portfolio of specialty papers to help you meet today's challenging demands.

Job Description

The Customer Service Manager provides the necessary leadership to develop the Customer Service Support Team to exceed customer expectations by ensuring personalized customer service. They add value to our customers' business through a strong commitment to service, by responding effectively and timely to our customers, and continually seeking to make improvements to systems and methods with the goal of achieving maximum efficiency and productivity for both Pixelle Specialty Solutions and its customers.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Strategic Planning

• Develop and maintain service plans which meet changing customer service expectations and enhance our position with our customers. Add value to customers and company by positively impacting mutual goals.

Service Communication

• Facilitate interdepartmental communications regarding the goals and strategies of the service department. Conduct customer service assessment meetings with supporting departments.
  
  Focus on continuous improvement and relationship building. Represent department through direct customer contact.

Training and Team Development

• Provide the leadership and support to Team Leader which promotes team growth and development. Direct training efforts to improve effectiveness of Customer Service Team.

Issue Resolution & Policy Interpretation

• Provide direction regarding service issues which cannot be resolved by Team Leader. Approve deviations from standard service practices and policies.

Process Improvement

• Continually review and evaluate service processes and procedures to ensure best service practices. Conduct customer service surveys and benchmark studies to determine overall effectiveness of existing service programs and to identify service trends.

Service Review

• Review service complaints and develop a plan to avoid future re-occurrences. Track and report service failures and successes.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are respective of the knowledge, skill, and/or ability required. Reasonable accommodations may to enable individuals with disabilities to perform the essential functions.

EDUCATION and EXPERIENCE

Bachelor's degree or equivalent; 3-5 years related Department Management experience in Customer Service/Account management; or equivalent combination of education and experience. Order entry experience also helpful.

Experience with MS Office. Experience is setting up a Customer Service Department from the ground floor is beneficial.

LANGUAGE SKILLS

Ability to read, analyze, and interpret general business periodical, professional journals, or technical procedures. Ability to write reports, business correspondence and procedure manuals. Ability to effectively present information and to respond to questions from groups of managers, clients, customers, vendors, and general public.

MATHEMATICAL SKILLS

Ability to apply mathematical concepts such as fractions, percentages, ratios, and proportions to practical situations.

CERTIFICATES, LICENSES, REGISTRATION

None required for this position.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret variety of instructions furnished in written, oral, diagram or schedule form.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand and walk.

The employee must frequently lift and /or move up to 10 pounds. Specific vision abilities required by this job include close vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT

While performing the duties of this job, the employee is frequently exposed to a noise level in the work environment that is usually quiet.

Additional Information