Customer Service Manager

YORK CONTAINER CO•Springettsbury Township, PA

25d•Onsite

About The Position

The Customer Service Manager performs management and leadership responsibilities for the Customer Service Department, including supervising Project Coordinators, Senior Project Coordinators, and the CS/QA Support Specialist. The role serves as a liaison among Sales, Design, Scheduling, Production, and Logistics; supports customer needs and the Outside Sales Team; and coordinates customer orders, inventory, approvals, materials, and issue resolution. The position also develops department procedures, trains new hires, manages staffing and workload, and prepares the department’s yearly budget. The work environment is typical of an office, with some exposure to plant and manufacturing areas. Employees are expected to follow facility safety guidelines, including GMP and food-safety practices covered in training. York Container states that it is an equal opportunity employer and may provide reasonable accommodation for individuals with disabilities.

Requirements

High school diploma or GED required.
At least 3 years of customer service experience; manufacturing-environment experience is preferred.
At least 3 years of supervisory experience overseeing three or more people.
Excellent communication and organizational skills, with strong attention to detail.
Ability to prioritize workload and multitask.
Strong computer skills, including proficiency with Microsoft Word and Excel.
Ability to perform arithmetic in all units of measure and calculate rates, ratios, percentages, discounts, costs, proportions, and volumes.
Follow facility safety guidelines, including GMP and food-safety practices covered during training.

Nice To Haves

Bachelor’s degree preferred.
Customer service experience in a manufacturing environment preferred.

Responsibilities

Supervise the Customer Service Department, including Project Coordinators, Senior Project Coordinators, and the CS/QA Support Specialist; handle hiring, monitoring, coaching, appraising, rewarding, discipline, complaints, and issue resolution.
Act as a liaison between Sales, Design, Scheduling, Production, and Logistics.
Attend daily production and shipping meetings to help ensure on-time delivery.
Gather information for customers and track customer purchase patterns.
Work with internal departments to improve processes and resolve issues.
Manage customer inventory and overrun finished goods; monitor warehouse stock levels for customer inventory programs and ensure agreed minimum and maximum levels are met.
Keep the Director of Sales informed of issues and situations that may affect sales performance.
Resolve issues professionally and handle customer complaints and questions, following up with appropriate internal personnel as needed.
Train department new hires and develop policies and procedures to support consistent customer service satisfaction.
Support the Outside Sales Team by answering customer questions and processing requests for quotations (RFQs).
Manage structure and graphics approvals for new projects and coordinate necessary tooling purchases by initiating New Item Meetings.
Review specifications and print cards for accuracy.
Process orders and provide Production with complete and accurate information needed to produce materials to specification.
Purchase vendor materials needed to complete finished pieces, such as litho labels, twin stick, and hooks.
Coordinate expedited deliveries and change requests with Scheduling, Production, and Shipping.
Maintain customer specifications and monitor record retention.
Attend company meetings as needed or required.
Level-load the activities of Customer Service staff and generate the department’s yearly budget.
Process pickup requests and rework or replacement orders for quality issues.
Prioritize customer orders in production when needed due to heavy plant backlogs.
Perform additional duties assigned by Management and work safely, communicate effectively, maintain attendance and a professional demeanor, and support coworkers as possible.