The Customer Service Manager is responsible for customer service, order entry, order processing, and order shipping and supervises, manages, and directs the customer service workforce.

ESSENTIAL JOB FUNCTIONS FOR THIS POSITION

No.

Description

1.

Supervise, manage, and direct the work of customer service representatives.

2.

Review new and existing orders to insure accuracy and proper input into ordering system.

3.

Review, analyze and set pricing on items where General Manager is not required to review.

4.

Handle and resolve customer questions and/or problems in areas where customer service representatives need assistance.

5.

Review and take steps to ensure that all plant goals regarding on-time deliveries and other product quality and performance issues are being met.

6.

Assist General Manager and Sales Service Manager with price quotations and/or questions on existing customers to ensure customer satisfaction.

7.

Monitor inventory and warehouse items.  Provide input and direction to management as to availability of stock, slow moving, and fast moving items to ensure ability to meet customer demands.

8.

Review and revise service related procedures and train personnel to ensure quality service and output.

9.

Regular and predictable attendance.

OTHER SIGNIFICANTJOB FUNCTIONS INCLUDE

No.

Description

1.

Keep General Manager and Sales Manager informed of problems and situations that may affect the performance of sales service, customer service, scheduling, and shipping.

2.

Attend scheduling meetings.

3.

Comply with company policies and procedures and all applicable laws and regulations.

4.

Additional duties as assigned.

REQUIRED EDUCATION / EXPERIENCE

• High school diploma or GED.
• Five years’ experience in a manufacturing environment.
• Three years’ supervisory experience overseeing three or more people.

PREFERRED EDUCATION / EXPERIENCE

• Experience in the corrugated container industry.
• Computer literate (MS Excel and MS Word).

REQUIRED SKILLS

TECHNICAL SKILLS

• Computer literate (MS Office including Word and Excel and data entry skills).
• Application knowledge of products and production processes.
• Quality standards – both ISO and QS.

LANGUAGE SKILLS

• Strong communication skills.
• Ability to read and interpret documents such as business and performance reports, operating and maintenance instructions and procedure manuals.
• Ability to write business reports and correspondence.
• Ability to speak effectively before groups of customers, the general public, managers, and other employees of the organization. 

MATHEMATICAL SKILLS

• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, and volume.
• Ability to compute rates and ratios.
• Ability to generate and interpret graphical representations.

REASONING ABILITY

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

LEADERSHIP ATTRIBUTES

• Superior time management skills including the ability to manage multiple issues concurrently and the ability to lead an effective and efficient meeting.
• Superior communication and teaching skills in order to function effectively as a teacher for his/her personnel.
• Excellent crisis manager who demonstrates that he/she has a high emotional control under adverse conditions and can lead his/her personnel to a successful resolution.
• Excellent employee relations skills including being an active listener, understanding how to appraise personnel, applying both positive and corrective feedback, being able to resolve conflicts either involving the supervisor directly or as a third party, understands and demonstrates positive motivational skills including coaching and delegation techniques.
• Demonstrated confidence including providing a consistent leadership style with an acceptable level of professional assertiveness.  
• Professional appearance to support his/her role as a managerial representative.

PHYSICAL DEMANDS

Employee is regularly required to walk and talk and hear, stand, and sit. Vision requirements include: close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT

While performing the duties of this job in the plant, the employee is exposed to wet and/or humid conditions, moving mechanical parts, and fumes or airborne particles.  The noise level in the plant work environment is usually loud.

OTHER INFORMATION

• The essential job functions and major job functions are not intended to be an all-inclusive list of the job functions that an individual will be required or expected to perform. 
• Position Descriptions may be changed or revised by the Company from time to time at its sole discretion.

This Position Description is not intended to guarantee, and does not guarantee, ongoing employment or employment for a definite term, either in this position or with the Company.  Absent an enforceable written contract to the contrary, and to the fullest extent allowed by federal, state and local law, an employee’s employment relationship with the Company is at-will.