Customer Service & Sales Administration Manager

AJM Packaging Corp•Bloomfield Hills, MI

3d•Onsite

About The Position

AJM Packaging Corporation, a leading manufacturer of sustainably sourced disposable paper products, is seeking a Customer Service & Sales Administration Manager. This role involves leading both the customer service and internal sales support teams. The ideal candidate will demonstrate a passionate commitment, a "can do" attitude, and the ability to command respect, set agendas, make decisions, and lead with urgency and ownership. Reporting to the VP/Sales & Marketing, this manager will promote customer-centric policies and procedures aligned with the company's "customer first" agenda and long-term goals.

Requirements

Bachelor's degree from an accredited four (4) year college or university or equivalent combination of on-the-job training, professional development, experience, and education.
8-10 years of work experience demonstrating steady personal and professional growth in fast-paced, high-volume Customer Service or similar customer-facing positions.
At least four (4) years in management.
Intermediate to Advanced level Microsoft Office Suite skills (Word, Excel, Access, PowerPoint, Outlook, Teams) required.
CRM experience with Microsoft Dynamics or other.
Strong management, leadership, organizational, and administrative skills.
Ability to multi-task and remain calm under pressure.
Excellent verbal and written communication skills.
Ability to relate to internal and external customers and clients at all levels.

Nice To Haves

Manufacturing experience preferred but not required.

Responsibilities

Hire, train, supervise, and lead separate Customer Service and Sales Administration teams.
Regularly audit, evaluate, and revise processes and procedures to incorporate best practices and ensure repeatability and survivability.
Set up and maintain all customer accounts and related databases, ensuring accuracy of information including billing, shipping, credit, contact details, product specifications, pricing, allowances, incentives, commissions, cash, and freight terms.
Collaborate with Sales, Manufacturing, Logistics, and Finance to ensure timely and accurate fulfillment of customer requests for pricing (RFP), information (RFI), and samples by the Customer Service team.
Enter, track, and revise orders as necessary to comply with customer requests and ensure customer compliance with agreed-upon terms and conditions of sale.
Monitor all customer KPIs, including On Time/In Full (OTIF) performance, in-stock levels, complaints, and compliance with labeling, packaging, palletizing, routing, and other requirements. Notify key stakeholders of non-compliance and take remedial action.
Monitor the daily "Order Issue Report (OIR)" and notify key stakeholders of any problems. Work inter-departmentally with manufacturing, purchasing, logistics, and other parties to remediate problems and escalate unresolved issues to higher management.
Monitor customer order patterns and year-to-date (YTD) performance, notifying key stakeholders, including sales representatives and management, of any anomalies to avoid or mitigate potential damage.