Customer Service Manager

American Packaging Corporation•Columbus, WI

About The Position

At American Packaging Corporation (APC), you’ll find the packaging career you’ve been looking for. With competitive salaries, excellent benefits, 401(k) plans and tuition reimbursement programs, we nurture our employees while advancing and promoting diversity and inclusion. As the leading flexible packaging converter in North America for over a century, APC’s longstanding success is fueled from the inside out. We’re constantly seeking to improve our internal operations and were named a “Best of the Best” in the Best workplaces in the America’s awards for 12 years in a row. It’s how and why we engage the best and brightest talent to continue propelling our shared success into the future. LOCATION: Columbus, WI SUMMARY: Directs and coordinates customer service activities for the Assigned COE.

Requirements

Ideal candidates will possess a Bachelor’s degree (B. A.) from a four-year college or university or equivalent experience. Three to five years related experience in the flexible packaging industry which include: Inside Sales/Sales Service/Customer Service experience, Marketing experience, Pricing background, and Sound technical knowledge/ability.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Ability to work with mathematical concepts such as probability and statistical inference, and fractions, percentages, ratios, and proportions to practical situations.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Accuracy: uncompromised
Radius, Print Flow, Work Front
Coaching ability
Communication Skills: technical information, internal/external customers, all levels of employees
Conflict Resolution
Confidentiality
Deadlines
Detail: attention to
Independence
Innovation: constantly re-develop systems
Motivate: others
Multiple projects/priorities/deadlines
Negotiation ability
Organizational skills
Presentation skills
Professionalism/professional demeanor
Project Management
Safety
Software: Microsoft Office Suite
Team: work as a member with all employees

Responsibilities

Manager Customer Service function.
Accomplishes objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling and disciplining employees
Communicating job expectations
Planning, monitoring and reviewing job contributions
Enforcing policies and procedures
Manage customer service issues, including terms of sale.
Monitors inventory so aged material can be shipped or pre-billed
Provides input for Customer Service Representative performance reviews.
Manages Expedited freight
Solve problems, analyze situations/behaviors and prioritize responsibilities.
Handle complex and escalated customer service issues and follows through to resolution.
Improving customer service experience, created engaged customers and facilitate organic growth.
Corresponds with company sales force as needed to address customer issues.
Provides training for the Customer Service Representative Positions and updates training documents as appropriate.
Contacts other departments and locations within the organization to obtain and provide information.
Prepares reports as per customer needs and requests.
Monitor accuracy of reporting and data base information
Establish efficient and balanced workflows that maximize efficiency and produce high levels of service quality and customer satisfaction.
Identify and implement systems/processes improvements that provide best business practices as it relates to customer order entry, order pricing and inventory reporting.
Improves customer service quality by studying, evaluating, and re-designing processes, establishing and communicating service metrics, monitoring and analyzing results, implementing change as a result.
Any other assigned responsibilities.