Customer Service Supervisor I

Amcor•AF Oshkosh Division Head Office WI, WI

7d•Onsite

About The Position

The Customer Service Supervisor I is responsible for leading a team of Specialists who manage the customer relationship. They are accountable for guiding their team to meet customer needs and drive business results. This is the first level of supervision within the Customer Service group. The level I is proficient at the below duties and requires intermittent Management support.

Requirements

Bachelor’s Degree Preferred
3-5 years of experience, including prior leadership, preferably within manufacturing, or related experience
Regular attendance
Frequent interaction with others
Ability to sit up to 100% of time
Ability to communicate up to 100% of time
Ability to move from one place to another up to 50% of time
Ability to work on a computer 100% of time
Ability to travel domestically 5% of time.

Nice To Haves

Thought Leadership - ability to challenge the status quo in alignment with a drive for excellence
Team Leadership - focusing, aligning, and building an effective Team
Change Leadership - transforming and aligning a team to drive improvement
Supporting and energizing the organization in creating a customer-centric culture.
Collaboration and Influencing - working well with others who do not work for you; working as a team to have a positive impact on business performance
Strong administrative and organizational skills to manage daily work requirements and service improvement initiatives

Responsibilities

Align team resources and workloads to maximize customer and employee experience while ensuring adherence to department metrics and standard work processes
Leverage your team’s diverse perspectives and capabilities to identify innovative opportunities to anticipate/meet customer needs
Coach team to ensure individuals are implementing/communicating corrective action to eliminate non-conformances; understand root cause with repetitive errors and address accordingly
Build organizational capability through recruitment, development, and retention of top talent with manager support (i.e. robust performance reviews, clear annual goal objectives, talent development, biannual talent reviews and succession plans)
Visit customer facilities & participate in AFNA plant tours to strengthen relationships
Oversee order management and customer communications, partnering with sales on customer facing presentations and face to face customer discussions
Support complex service models and provide guidance to team [i.e., sub-contract, consignment, Vendor Managed Inventory (VMI) and export]
Serve as first point of escalation for customer issues and provide leadership working in collaboration with other functional areas to find resolutions (i.e. customer orders, graphics, ship dates, quality concerns).
Develop an understanding of department metrics to identify trends (i.e. quality, workload, engagement)
Seek out continuous improvement opportunities and support implementations.
Learn how solutions impact the upstream/downstream process (technical acumen).

Benefits

Medical, dental and vision plans
Flexible time off, starting at 80 hours paid time per year for full-time salaried employees
Company-paid holidays starting at 8 days per year and may vary by location
Wellbeing program & Employee Assistance Program
Health Savings Account/Flexible Spending Account
Life insurance, AD&D, short-term & long-term disability, and voluntary benefits
Paid Parental Leave
Retirement Savings Plan with company match
Tuition Reimbursement (dependent upon approval)
Discretionary annual bonus program (initial eligibility dependent upon hire date)