Customer Service Manager

Hood Container Corporation•Louisville, KY

14d•Onsite

About The Position

We are looking for an experienced Customer Service Manager for our Louisville, KY, Hood Container Packaging Services Plant who can deliver excellent service and build relationships with our customers through each interaction. Strong organizational, teamwork, and self-starter skills will lead to success in this role. You will be responsible for supervising the department and providing leadership during the day-to-day operation. Be a key player in achieving the goals and objectives of the facility. This role partners with all departments in the plant and reports to the Plant Manager.

Requirements

Bachelor's degree or equivalent work experience
5+ years of experience in a leadership position within customer service, sales, or a sales support environment
2+ years of experience in a manufacturing, industrial, or warehousing environment.
Experience using Microsoft Office, i.e., Word, Excel, PowerPoint
Analytical skills and independent decision-making.
Microsoft Office with an emphasis in Excel

Nice To Haves

Warehouse or inventory management experience is a plus
Previous experience with daily production/demand planning and procurement
Knowledge of Bill of Materials and quoting/ pricing
Attention to detail with the ability to handle multiple tasks simultaneously

Responsibilities

Provide strategy, direction, and leadership to the Louisville Account Manager/Coordinator team.
Partner with production leadership, shipping, and scheduling to review product backlog and production performance to identify opportunities for improvement.
Review and ensure that all plant goals and on-time deliveries are being met.
Generate and review daily booking reports.
Make account assignments and communicate account assignments to all personnel including a backup plan.
Pricing authority on all reorders within the approved guidelines.
Oversee quote generation.
Assist in handling customer escalations and resolving complex customer issues. Work closely with the Account Manager team, sales, quality leader, and plant management to address customer complaints, provide satisfactory solutions, and ensure timely resolution.
Assist in the training and development of Account Manager/Coordinators by supporting the implementation of training programs to ensure the team is equipped with the necessary skills and knowledge to deliver exceptional service by conducting regular department meetings and one-on-one meetings.
Continuously evaluate processes, policies, and procedures and make improvements where appropriate.
Operating System champion. Ensure this tool is configured to generate accurate cost estimates. Attend software training. Collaborate with IT Leader to resolve issues.