Customer Exp Manager

Cellofoam North America Inc.•Conyers, GA

About The Position

The customer manager position is responsible for planning and coordinate the operations of the Customer Experience department and supporting all Cellofoam North America Inc. manufacturing facilities. Additionally, the position is responsible for assisting the manager with development, analyses and implementation of staffing, training, telemarketing, scheduling, and reward/recognition programs. Essential Position Requirements (include but are not limited to): SAFETY FIRST – Every employee of Cellofoam North America Inc. must demonstrate a strong commitment to following all safety standards, procedures, and practices to ensure a safe working environment for themselves and others. Manage, train, and develop the activities directly related to the Customer Experience department. Develop or update procedures, policies, or standards. Identify system and workflow improvements to enhance the team’s efficiency. Work with CET team to help streamline, develop, and implement new and existing processes. Manage workflow and assist team with scheduling through customer experience team to ensure all work is completed in a timely manner. Manage teammates to ensure all month end deadlines are complete for billing and consignment inventories. Participate in all morning production calls to ensure proper communication and resolution of issues. Interpret and communicate work procedures and company policies to staff. Evaluate employees' job performance and conformance to company policy and recommend appropriate personnel action. Manage the work of customer service employees and team leads to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems. Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes. Discuss job performance problems with employees to identify causes and issues and to work on resolving problems. Interview and assist in making hiring decisions of customer service personnel. Train or instruct employees in job duties or company policies or arrange for training to be provided. Implement corporate or departmental policies, procedures, and service standards in conjunction. Coordinate activities with other personnel or with other work units or departments. Make recommendations concerning such issues as staffing decisions or procedural changes. Consult with other personnel to resolve problems in areas such as equipment performance, output quality, or work schedules. Protect organization's value by keeping information confidential. Perform other incidental and related duties as required and assigned. Work in conjunction with other departments to resolve issues. Maintain a positive work atmosphere with a culture of respect for others. Uses appropriate judgment in upward communication regarding plant or employee concerns. Maintain a working knowledge and is in full compliance with corporate standards for business conduct and Federal anti-trust laws. Adhere to Cellofoam North America Inc. company focus areas: Safety, Financial, Customer, and People. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Requirements

High School/GED
4-year degree in Business or other related discipline (equivalent work experience may be considered in lieu of degree)
Initiative: Identifies problems and acts considering this identification to address current or future problems. Proactively does things and does not simply think about future actions.
Work Habits: Efficiently organizes and executes assignments. Demonstrates self-discipline and reliability.
Flexibility / Adaptability: Adapts and works effectively in a variety of situations and with various individuals or groups. Seeks and appreciates opposing perspectives on issues. Adapts approach as the requirements of the situation change. Changes or easily accepts change in organization or job requirements.
Works Safely: Strives for an accident-free workplace. Keeps safety at the “heart” of everything done. Treats safety as a personal responsibility and sees oneself as being responsible for the safety of others.
Teamwork: Contributes meaningfully to work group efforts by offering new ideas for improvement. Demonstrates a cooperative manner in dealing with supervisors and other team members. Does his/her part toward group efforts.
Mutual Respect and Support: Works cooperatively with others. Welcomes and takes advantage of opposing ideas and opinions. Is always respectful to others.
Ethics, Values, and Integrity: Possesses Core Values & Beliefs, is trusted and is perceived as truthful and honest.
Administration and Management: Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
Customer and Personal Service: Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
Mathematics: Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.
Clerical: Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, designing forms, and other office procedures and terminology
English Language: Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
Computers and Electronics: Knowledge of computer hardware and software, including applications.
Writing: Communicating effectively in writing as appropriate for the needs of the audience.
Active Listening: Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Social Perceptiveness: Being aware of others' reactions and understanding why they react as they do.
Speaking: Talking to others to convey information effectively.
Reading Comprehension: Understanding written sentences and paragraphs in work related documents.
Active Learning: Understanding the implications of new information for both current and future problem-solving and decision-making.
Negotiation: Bringing others together and trying to reconcile differences.
Complex Problem Solving: Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
Management of Personnel Resources: Motivating, developing, and directing people as they work, identifying the best people for the job.
Instructing: Teaching others how to do something.
Mathematics: Using mathematics to solve problems.
Reading Comprehension: Understanding written sentences and paragraphs in work related documents.
Time Management: Managing one's own time and the time of others.
Service Orientation: Actively looking for ways to help people.
Coordination: Adjusting actions in relation to others' actions.
Critical Thinking: Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Judgment and Decision Making: Considering the relative costs and benefits of potential actions to choose the most appropriate one.
Monitoring: Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
Oral Comprehension: The ability to listen to and understand information and ideas presented through spoken words and sentences.
Near Vision: The ability to see details at close range (within a few feet of the observer).
Oral Expression: The ability to communicate information and ideas in speaking so others will understand.
Written Comprehension: The ability to read and understand information and ideas presented in writing.
Written Expression: The ability to communicate information and ideas in writing so others will understand.
Speech Clarity: The ability to speak clearly so others can understand you.
Speech Recognition: The ability to identify and understand the speech of another person.
Information Ordering: The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
Problem Sensitivity: The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
Category Flexibility: The ability to generate or use different sets of rules for combining or grouping things in different ways.
Deductive Reasoning: The ability to apply general rules to specific problems to produce answers that make sense.
Inductive Reasoning: The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
Minimum of two years of job-related experience
MS Excel
Great Plains
Internet
MS Word
MS Outlook
Flexibility in working hours to include nights, weekends and holidays as required.

Responsibilities

Manage, train, and develop the activities directly related to the Customer Experience department.
Develop or update procedures, policies, or standards.
Identify system and workflow improvements to enhance the team’s efficiency.
Work with CET team to help streamline, develop, and implement new and existing processes.
Manage workflow and assist team with scheduling through customer experience team to ensure all work is completed in a timely manner.
Manage teammates to ensure all month end deadlines are complete for billing and consignment inventories.
Participate in all morning production calls to ensure proper communication and resolution of issues.
Interpret and communicate work procedures and company policies to staff.
Evaluate employees' job performance and conformance to company policy and recommend appropriate personnel action.
Manage the work of customer service employees and team leads to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
Discuss job performance problems with employees to identify causes and issues and to work on resolving problems.
Interview and assist in making hiring decisions of customer service personnel.
Train or instruct employees in job duties or company policies or arrange for training to be provided.
Implement corporate or departmental policies, procedures, and service standards in conjunction.
Coordinate activities with other personnel or with other work units or departments.
Make recommendations concerning such issues as staffing decisions or procedural changes.
Consult with other personnel to resolve problems in areas such as equipment performance, output quality, or work schedules.
Protect organization's value by keeping information confidential.
Perform other incidental and related duties as required and assigned.
Work in conjunction with other departments to resolve issues.
Maintain a positive work atmosphere with a culture of respect for others.
Uses appropriate judgment in upward communication regarding plant or employee concerns.
Maintain a working knowledge and is in full compliance with corporate standards for business conduct and Federal anti-trust laws.
Adhere to Cellofoam North America Inc. company focus areas: Safety, Financial, Customer, and People.