Customer Service Manager

Job Summary: Seeking a Customer Service Manager to lead and support the customer service team within the assigned Center of Excellence. This role involves managing staff, improving customer service experiences, resolving escalated issues, and optimizing internal processes to ensure high-quality service and operational efficiency.

Key Responsibilities:

• Lead and manage the Customer Service team through hiring, training, and performance management.
• Set and communicate job expectations; plan and monitor team contributions.
• Address customer service issues, including terms of sale and escalated cases.
• Monitor inventory to manage aged materials.
• Oversee expedited freight and customer issue resolution.
• Facilitate customer engagement and drive organic growth.
• Coordinate with sales teams to address customer needs.
• Maintain training documentation and support new team member onboarding.
• Generate reports and verify data accuracy for customer needs.
• Optimize workflows for efficiency, service quality, and customer satisfaction.
• Identify and implement improvements in order entry, pricing, and inventory reporting processes.

Requirements:

• Bachelor’s degree or equivalent experience, with 3-5 years in flexible packaging, inside sales, or customer service.
• Strong skills in communication, conflict resolution, and team management.
• Proficiency in Microsoft Office and AS400; excellent organizational and project management skills.

Work Environment: Role involves sitting, using hands, occasionally lifting up to 50 lbs., and meeting deadlines in a team-focused, collaborative environment.