Corporate Customer Service Manager

SOUTHEASTERN CONTAINER INC•Candler, NC

About The Position

The Corporate Customer Service Manager is responsible for leading and managing the organization’s customer service function to ensure exceptional customer experience across all channels with an emphasis on the fairlife® business. Frequent travel may be required.

Requirements

Minimum 5 years’ experience in customer service or customer relations; manufacturing environment preferred.
Thorough understanding of PET preform processing.
Associate or bachelor’s degree in science preferred or combination of education and working knowledge.
Fundamental understanding of Statistical Process Control (SPC) procedures and protocols.
Demonstrated problem solving skills
Excellent verbal and written communication skills.

Responsibilities

Manage and provide customer service support primarily for fairlife®, including general quality information and technical assistance.
Travel to customer locations as needed to share information and resolve customer concerns.
Develop and maintain positive working relationships with customers.
Develop, implement, and maintain customer service policies, procedures, and standards related to the fairlife® business.
Ensure efficient handling of customer inquiries, complaints, and escalations while improving customer service processes and workflows.
Monitor customer satisfaction, feedback, and service quality metrics.
Identify recurring customer issues and implement corrective and preventive actions.
Establish, track and report key performance indicators (KPIs), including response and issue resolution times.
Prepare performance reports and recommendations to senior management.
Use customer data and insights to drive continuous improvement initiatives.
Collaborate closely with corporate quality to enhance the end-to-end customer journey, while representing the voice of the customer in internal meetings.
Ensure compliance with company policies, industry regulations, and data privacy standards while safeguarding customer information.
Perform other duties as assigned by the Director and other Senior Managers, with a focus on product safety, legality, regulatory compliance and quality.