Regional Customer Service Manager

Mauser Packaging Solutions•Elk Grove Village, CA

About The Position

This position is responsible for leading all team efforts while ensuring balance between excellent customer service performance and inventory management. Oversight includes metrics tracking, analyzing data and developing action plans for continuous improvement, while striving to improve overall customer satisfaction. This role is based in Elk Grove Village, IL, and supports four plants across Illinois and Indiana (two in Elk Grove Village, one in Valparaiso, and one in Indianapolis). The position leads a team of 7 Customer Service Representatives. Travel is required.

Requirements

Bachelor’s Degree and 3-5 years of experience preferably in similar or related field. Experience exceeding 5+ years in customer service leadership role will be considered in leu of a degree
Previous customer service leadership experience with proven growth and demonstrated success
Manufacturing experience strongly preferred
B2B experience/Account management required
Intermediate excel skills – pivot tables, VLOOKUP’s, data visualization
SAP preferred but demonstrated competency in other ERP systems will be considered
Experience with lean manufacturing practices, AR/AP accounting, forecasting, and sales order processes
Detail oriented with strong analytical skills
Ability to multi-task well in a fast-paced environment
Exceptional customer service skills in handling issues in both the interest of the customer and Mauser
Entrepreneurial/self-starter– someone who can step in and drive efficiency and process improvement across the order management process
This role requires travel (approximately 25% of the time) to support plant operations in Illinois and Indiana.

Responsibilities

Investigates and resolves any customer issues i.e. delayed backorders & performs root cause analysis to make improvements with cross-functional teams.
Leads, trains, and develops a team of high performing Customer Service Representatives by holding meetings to discuss priority orders, team goals, training and new company information.
Builds strong relationships with customers and actively solicits feedback about company performance, forecasts, and business trends; troubleshoots supplier/customer satisfaction ratings.
Reviews, analyzes and executes replenishment planning for assigned product categories; manages purchase orders to support inventory plan & expedites orders based on customer demands/forecasts.
Supports inventory strategies and policies by maintaining and auditing system data for assigned product lines i.e. customer product and pallet return process, customer credits and short pays.
Provides input to operations team to help facilitate production and shipping schedules to meet requirements.
Communicates changes that may negatively impact customers to sales/plant leadership.
Reduces slow moving inventory (SLOB) by determining the supplies and materials needed for customer orders and manages process of expediting sales orders into shipments during incentive programs.
Analyzes ordering patterns and sales data to aid in production and sales forecasting, communicates to plant leadership as necessary.
Performs other duties as assigned.