Corrugated Packaging and Display Customer Service Manager

International Paper • Indianapolis, IN

241d • $86,800 - $115,700

About The Position

The Indy Retail Display Project Management Team Lead is responsible for leading a team of project coordinators and customer account coordinators whose mission is to facilitate the execution of customer orders for point-of-purchase displays and specialty packaging for the retail environment. The Customer Service Manager Lead provides training and guidance regarding sourcing, estimating, order entry, and execution of orders and technical support to the sales and design departments and coordination with facilities within our Retail Display business as well as to IP clients, contractors, alliance partners, vendors, and suppliers. This is an experienced “player-coach” role that reports to the Complex Project Management Team Lead.

Requirements

• BS/BA in appropriate field preferred and 5+ years successful professional experience leading a retail customer service or business-to-business inside sales team.
• Experience with corrugated packaging production operations and equipment; knowledge of corrugated clients and the inner workings of a retail marketplace.
• Excellent interpersonal, written, verbal, and listening communication skills.
• Successful experience in problem-solving, analytical work, presentations, and project management.
• Demonstrated competence with Microsoft Office products (Word, PowerPoint, spreadsheets, databases), industry-specific, and financial software packages.
• Demonstrated ability to accept and model the flexibility and accommodations necessary to be successful with the ever-changing demands associated with top-notch retail customer service.
• Ability to present self in a professional manner and take initiative to get the job done.
• Ability to build and maintain teams as well as customer relationships.
• Ability to work under pressure while handling multiple tasks in a team-based, fast-paced environment.
• Positive attitude, patience, and reliability are a must.
• Demonstrated business aptitude is critical.

Responsibilities

• Lead the Customer Service Department with primary responsibility for the safety and productivity of a team of professionals who are the center of all Retail processes.
• Plan the necessary details to execute client orders and ensure that all departments, vendors, and suppliers act in concert to execute customer orders according to the client's schedule.
• Assist the facility in achieving client needs and serve as a liaison between plant production, inventory, and fulfillment personnel, designers, vendors, clients, and sales.
• Oversee the development of order specifications; coordinate and assist in launching design requests; quoting and cost estimating (coordination with procurement); and order entry/management/closure details (inventory, quality issue resolution, excess stock and finished goods, invoicing, storage, etc.).
• Oversee the booking/scheduling of production orders to assure on-time delivery from the supplier to the client; maintain accurate and appropriate inventory of client finished and in-process materials; develop cost estimates to support sales initiatives; develop and maintain successful relationships with internal and external clients and vendors.
• Support sales activities by initiating contact with and/or responding to client inquiries regarding accounts, products, or services; investigate and resolve client complaints using problem solving techniques and sound judgment.
• Lead daily production meetings to ensure client orders are initiated, in process, completed, and reconciled; recommend order changes based on account and manufacturing/fulfillment knowledge.
• Ensure and support coordinated information flow with internal and external business contacts.
• Pay attention to detail in continuously reviewing and improving project management processes and eliminating rework.
• Serve as Project Manager on assigned accounts.

Benefits

• Medical, Dental, Life insurance
• Flexible Spending Accounts
• Short-term and Long-term Disability
• 401(k)
• Company-funded retirement contributions
• Paid Time Off
• Education & Development (including Tuition Reimbursement)
• Student Loan Repayment Assistance
• Voluntary Benefits including insurance for home, auto, vision and pets.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Paper Manufacturing
• Education Level: Bachelor's degree