Customer Service Manager

Essential Functions:

1. Communicates daily workflow processes to Account Representatives, ensuring AR’s understand daily workflow priorities; identify and resolve any potential issues that may arise.
2. Develops customer service plans to address customer requirements and communicates those plans to all involved parties within Packaging Operations.
3. Reviews all purchases for Turnkey Packaging customers prior to approval.
4. Develop and administer training for AR’s and other admin support staff as needed.
5. In conjunction with Production Management and AR’s, supports daily production schedule to meet customer delivery dates.
6. Maintain excellent working relationships with customers and suppliers by researching and responding to inquiries and issues concerning purchase orders, invoices, shipments, inventory counts, etc., in a timely, professional and efficient manner.
7. Review Customer required reporting as needed with the AR regarding Receiving, Shipping, Invoicing, Production etc. Identify potential automation opportunities for required reporting
8. Identify and communicate any signs or trends of customer dissatisfaction.
9. Ensure all customer invoices are created accurately and sent out timely. Follows A/R reports for potential collection concerns. May be required to contact a customer regarding past due receivables.
10. Monitors productivity of office personnel; provides performance feedback as needed.
11. Communicates and provides support for corporate communications applicable to Packaging.
12. Event coordination i.e. Thanksgiving luncheon, Christmas luncheon, town hall gatherings and celebrations

Other (Marginal) Functions:

1. Ability to function as an AR backup on all processes.
2. Ensure there is support and staffing for all office functions.
3. Seeks out and recommends continuous process improvement ideas.

Job Specifications:

1. Bachelor’s degree or equivalent combination of education and experience. Prefer 5 years’ experience in general office environment required.
2. Prior supervisory experience with emphasis on leadership, supervision, motivation, communication and planning.
3. Must be able to effectively prioritize, execute under pressure, meet deadlines, while being accurate and detail oriented.
4. Excellent interpersonal and communication skills, both written and verbal.
5. Must be computer literate, have working knowledge of Microsoft Office applications, Excel proficient, and ability to learn other software applications which support the Packaging operation.