Customer Service Manager

Multi-Color Corporation Recruiting • Dawsonville, GA

13d

About The Position

The Customer Service Manager leads a high-performing team responsible for delivering an exceptional customer experience and MCC Label’s World Class Service model. The role champions customer relationships, strengthens service performance, and drives proactive solutions that support growth, quality, and operational excellence. The manager develops team capability and service standards while supporting the customer experience that defines the brand.

The Customer Service Team provides clear, concise, and timely information about customer purchase orders and shipments. The work requires in-depth knowledge of customers and their products, analytical thinking, understanding of MCC business systems, and strong communication skills.

Requirements

• A four-year college degree, or two to four years of related experience and/or training, or an equivalent combination of education and experience.
• Strong knowledge of manufacturing operations, methods, and practices.
• High-level computer skills.
• Excellent written and verbal communication skills.
• Ability to travel within North America.
• Ability to drive a motor vehicle.
• Ability to use color vision and hearing; sit for prolonged periods; speak and articulate; stand and walk; use hands to finger, handle, or feel; reach with hands and arms; talk and hear.
• Ability to stoop, kneel, or crouch and lift and/or move up to 10 pounds on an infrequent basis.
• Specific vision abilities include close vision, distance vision, color vision, and ability to adjust focus.

Nice To Haves

• Prior customer service management experience.
• Technical printing knowledge.

Responsibilities

• Lead and model customer intimacy, championing the development of customer-focused solutions.
• Champion plant relationships with new and existing customers, working with sales associates to resolve service matters involving schedules, product quality, on-time delivery, and service recovery.
• Build, develop, and manage a high-performing customer service team to support customers’ short- and long-term growth.
• Establish, monitor, and achieve customer service and shipping and receiving operating metrics, including on-time delivery, service recovery turnaround and complaints, average response times, NPS, and customer effort.
• Provide input into capacity rationalization for new and existing business, collaborating with sales, scheduling, and division business optimization functions to meet changing customer demands.
• Manage the order-entry process from start to finish, including the order-entry system, production estimates, and work and shipping/receiving instructions.
• Manage the customer complaints and concerns process, facilitating issue resolution at the plant and communication internally and with customers.
• When assigned through Customer Service, manage and support plant vendor relationships, including freight carriers, print tools, and raw material suppliers.
• Develop and ensure adherence to standardized CSR training methods and onboarding methodology, updating them as needed.
• Manage processes to ensure accurate customer billing, including exceptions and account reconciliation, and manage shipping-information consolidation and cost management.
• Model company values and conduct oneself professionally, building strong internal and external relationships.
• Support customer pricing interactively by reviewing capabilities, capacity, and estimates.
• Build strong relationships with plant management team members and contribute to the goals and objectives of other functional areas.

Benefits

• Competitive compensation.
• Medical insurance.
• Dental insurance.
• Vision insurance.
• Disability insurance.
• Life insurance.
• 401(k).
• Paid holidays: New Year's Day, Memorial Day, Fourth of July, Labor Day, Thanksgiving, the day after Thanksgiving, Christmas Eve, Christmas Day, and two floating holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager