In partnership with the entire ProAmpac Flexible Packaging Division Team, the Customer Service Manager will be responsible to lead and develop a unified service team, focused on a shared vision and strategies that deliver positive end-to-end customer experiences. The incumbent will also be responsible to build customer loyalty by proactively managing the customer's experience, including communication excellence in support of customer expectations and providing innovative service solutions with strong partnerships throughout the business.
Essential Duties and Tasks
To perform this job successfully, an individual must be able to perform each essential job function satisfactorily. Reasonable accommodations may be made, upon request, to enable individuals with disabilities to perform the essential functions.
Align team resources and workloads to maximize productivity to deliver customer requirements. Provide leadership regarding escalated issues and work in collaboration with other functional areas to resolve requirements, customer orders, graphics issues, ship dates, quality concerns etc. to meet customer expectations.
Holds team accountable for accuracy and lead as a champion for quality in all processes.
Build forward-looking skillsets within the team to take on advanced roles within the company.
Coach team to ensure individuals are implementing corrective action to eliminate non-conformances; understand root cause with repetitive errors and address accordingly.
Ensure teams are engaging with external and internal customers appropriately, providing a high degree of service.
Seek out Continuous Improvement opportunities and to understand how your solution impacts the upstream/downstream process. Lead implementations of potential solutions across the broader team.
Maintain customer loyalty through positive customer engagement and service excellence. Engage in face to face discussions with customers to improve our business.
Serve as first escalation point in the event of customer escalations.
Managing complex service models and provide guidance to team
Support ProAmpac culture and core values, drive engagement and overall positive employee experience through strong change management and communication
All other duties as assigned.
Qualifications, Education and Experience
Bachelor's Degree in Business or related field from a four-year college; or five plus years related experience and / or training in a manufacturing organization; or equivalent combination of the two.
Experience using Microsoft Office Suite (Word, Excel, Power Point), Visio, and Outlook email and calendar capabilities.
Maintains strict confidentiality and protects privacy of confidential/sensitive information.
Exceptional time management and organization skills. Ability to manage multiple tasks and projects simultaneously establishing priorities to meet deadlines.
Ability to communicate effectively (verbal, written, and presentations) with executive leadership, staff, and internal and external clients.
Proactive; exercises sound judgment and decision making; able to identify problems and needs and develop solutions and/or options.
Excellent interpersonal skills.
Self-confident, self-motivated polished professional who thrives in a challenging, fast-paced environment.