Customer Service Manager (CSM)

Local Packaging Manufacturing Company is seeking a Customer Service Manager to coach, mentor, and manage a team of Customer Service Representatives. This position will be responsible for the smooth and organized function of the customer service team to ensure customer satisfaction. This key position requires strong math, computer and communication skills, orientation towards managing details, as well as a high level of multi-tasking and organization skills. A good team spirit is a must!

Essential Functions

• Oversee and assist the Customer Service team with the following:
• Receiving/entry of customer orders & post shipments
• Responsible for communications between the customer, scheduling, production, & shipping
• Arranging customer delivery time
• Maintaining customer quote & order files
• Interacting with customers by phone, email, and in-person to receive orders, cancellations, or changes for product or to clarify needs/requirements
• Communicating changes, delays, requests, etc. to sales agents & customers as appropriate
• Coordinating complaints received from customers concerning billing or product delivered. Follow up on complaints by coordinating with Quality Manager.
• Maintaining hard copy files in an organized manner, appropriate to a team environment, allowing for quick retrieval of documents & information when required.
• Game time decision making and creative problem solving to expedite orders due to evolving customer needs, crashed in orders and/or unforeseen setbacks
• Willingness to participate in minimal travel as required, on occasion, to visit customer facilities
• Willingness to cross train in other functional areas as needed
• Complete other duties as assigned by Supervisor
• Create new and streamline existing processes to increase department efficiencies.
• Improve workflow efficiencies with other departments and locations.

Qualifications

• Excellent verbal & written communication skills, along with strong multi-tasking, organization, prioritizing, time-management skills
• Strong cognitive skills (analyzing, & interpreting data)
• Strong working knowledge & experience using Microsoft Office Outlook, Word, & Excel
• Proficient math skills including the ability to calculate figures & amounts such as discounts, adding fractions (i.e. 3/8 5/16 =?), & reading a ruler (i.e. where is 3/8 at on the ruler?)
• Ability to work under pressure in a fast-paced environment
• High school diploma or GED required, college degree preferred and/or equivalent experience & training. Excellent position for individuals with an associate’s degree in business or accounting.

Minimum requirements: 5 years’ managerial experience in a manufacturing office or customer service environment. Will be trained in industry processes and custom ERP system. **This is not an entry level position.**

The company offers its employees excellent benefits, including medical, dental, life insurance, 401k, & tuition reimbursement. Employees are also eligible for bonuses and profit sharing. Interested applicants should submit a resume.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Overtime

Ability to Relocate:

• Fort Wayne, IN 46802: Relocate before starting work (Required)

Work Location: In person