Manager, Customer Service - Alloyd

TOPPAN Packaging Americas specializes in designing and manufacturing sustainable, high-performance flexible and thermoformed packaging solutions for the food, beverage, medical and consumer goods industries. We offer products like transparent high barrier films, pouches, clamshells and trays, utilizing advanced technology to enhance product safety, visibility and environmental sustainability.

TOPPAN Packaging Americas operates as part of the global TOPPAN group, with 22 manufacturing facilities across North America, Latin America and Europe.

Want to learn more? Visit us at packaging.toppan.com

Summary Description

The Manager, Customer Service is responsible for overseeing the customer service department, ensuring excellent customer experiences, and leading a team of customer service representatives. This role involves developing and implementing customer service policies, managing daily operations, and driving continuous improvement in service delivery.

What You’ll Be Doing

• Lead and manage the customer service team to ensure high levels of customer satisfaction.
• Develop and implement customer service policies and procedures to enhance service quality.
• Monitor and analyze customer service metrics to identify areas for improvement.
• Handle escalated customer issues and resolve them in a timely and effective manner.
• Train and mentor customer service representatives, providing guidance and support.
• Collaborate with other departments to ensure a seamless customer experience.
• Prepare and present reports on customer service performance to senior management.
• Stay updated on industry trends and best practices to continuously improve service delivery.
  
  

This position is located in our DeKalb, IL Facility and 100% onsite

We’d Love To Hear From You If

• Prefer Bachelor's degree in Business Administration, Management, or a related field.
• 5 years of experience in customer service, with at least 2 years in a supervisory or managerial role.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Problem-solving and conflict resolution abilities.
• Proficiency in customer service software and tools.
• Ability to analyze data and generate reports.
• Customer-focused mindset with a passion for delivering exceptional service.
  
  

At TOPPAN Packaging Americas, We offer a comprehensive Total Rewards package designed to support our employees’ overall wellbeing. This includes competitive pay, robust benefits, and programs that help you thrive both personally and professionally. Specific benefits and wellbeing programs may vary based on your work location, employment classification, or collective bargaining agreement.

Benefits

• Medical, dental, and vision coverage for you and your dependents, including FSA and HSA options
• 401(k) retirement plan with company match
• Wellbeing tools and resources to support holistic health, including an Employee Assistance Program with a variety of services
• Paid time off and holidays to recreate, rejuvenate and care for the health of yourself and family
• Variety of company paid and voluntary employee-paid insurance plans including life, personal accident, and disability insurance
• Tuition reimbursement
  
  

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, national origin, ancestry, ethnicity, sex (including pregnancy, childbirth, breastfeeding, and related medical conditions), gender identity or expression, sexual orientation, age, disability, genetic information, marital status, veteran or military status, citizenship status, or any other characteristic protected by applicable federal, state, or local laws.

We are committed to providing a workplace where everyone feels respected, valued, and able to contribute to their fullest potential. We also provide reasonable accommodations to individuals with disabilities throughout the application and employment processes. If you require assistance or accommodation due to a disability, please contact us.