Customer Service Manager

Our heart beats for talents - be one of them!

We are a dynamic and innovative organization that is dedicated to providing exceptional products/services to our customers. We strive to create a positive impact in our industry by continuously improving our processes.

We are looking for talented individuals who are passionate about their work and are committed to achieving their goals. If you are looking for a challenging and rewarding career, we encourage you to apply for our open positions and become a part of our team.

This position is for a Customer Service Manager at our facility in Charlotte, NC.  

Your Role

• Develops and implements procedures pertinent to the effective and efficient operation of the Customer Service Department.
• Monitors programs and procedures to ensure on-time delivery and customer satisfaction.
• Maintains in-depth working knowledge of company systems and processes.
• Sets performance standards to meet the service goals of the company.
• Designs and reports individual and departmental performance metrics for continuous improvement. Coaches team in order to achieve high performance.
• Provides problem analysis and problem resolution at a functional level.
• Provides feedback to the company regarding service failures or customer concerns.
• Works continually towards self-development to stay current on customer service, sales, and management procedures and practices.
• Supports and assists Customer Service Reps in troubleshooting orders that require special handling. Acts as a resource in resolving customer issues brought to the department.
• Ensures the prompt and accurate resolution of customer issues in a manner that will retain and promote customer loyalty.
• As a management team member, work to align department policies and objectives with the company’s objectives.
• Conducts regular on-time performance appraisals for all team members.
• Develop goals, action plans, and timetables for direct reports.
• Promote and enforce compliance with internal and customer quality, service, and delivery requirements to ensure customer satisfaction.

Your Profile

Minimum Qualifications

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

Knowledge, Skills, and Abilities

• Customer focused – proven ability to provide consistent highly-quality support.
• Highest standard of accuracy and precision; highly organized.
• Must demonstrate good judgement with the ability to make quick, sound decisions.
• Deadline and detail oriented.
• Articulate with excellent verbal and written communication skills
• Must possess the ability to work independently as well as a part of a team.
• Must be self-motivated with the ability to initiate and follow through on assignments.
• Requires strong organization and record keeping skills.
• Strong time management skills are necessary with the ability to multitask.
• A commitment to safety through participation in the safety awareness process, e.g. compliance and promotion of policies/procedures

Our Offer

We offer you a workplace in a stable environment at an international company which is an industry leader. You can also look forward to interesting tasks with a high degree of management scope in a team that is collaborative, passionate, result-focused and responsible. MM Packaging offers a comprehensive benefit plan including:  Medical, Dental, Vision and Life Insurance, as well as a 401K retirement plan and paid vacation.

Interested? We look forward to receiving your application and resume!