Customer Service Manager

HBI Amerilab Technologies is a growing and leading US manufacturer in the development, manufacturing, and packaging of effervescent tablets, and effervescent and non-effervescent powders in stick packs and sachets, and we are currently seeking skilled and experienced Customer Service Manager to join our team.

Schedule:
Monday to Friday, 8:30 am to 5:00 pm

The Customer Service Manager will be responsible for leading the Customer Service function and will work cross-functionally in support of the customer facing and operations team to ensure promises to our customers are delivered. This role is critical in building the Customer Service function by driving continuous improvement across the systems and processes that customers interact with.

Your responsibilities will include:

• Lead Customer Service team and manage day-to-day operations of the customer service team.
• Process owner for Customer Service function, ensuring systems are developed to support profitable business growth, including building new processes, procedures, and systems.
• Partner with Account Managers in dealing with customer issues.
• Act as escalation point for team and ability to complete coordinator tasks.
• Responsible for Monthly KPI’s and Quarterly Business Reviews to customers and internal business leaders.
• Monitor customer requests and notify key stakeholders of any anomalies to avoid and/or mitigate potential issues.
• Manages customers activities, including entry and management of incoming purchase orders, on-time deliveries, artwork changes (collaborating with supply chain) as well as other activities.
• Work closely with internal functions to deliver business objectives that drive value to our customers.
• Partner with Account Manager to onboard new customers, understanding the needs and issues with proactive focus on long-term success.
• Participate in meetings with top customers to discuss customer service KPIs and concerns.
• Create and maintain customer scorecards to monitor customer performance.
• Leverage data tools to provide reporting and insights which will further develop company and customer objectives.
• Manage department budget.
• Meet regularly with other team members to discuss progress and find new ways to improve business.

Other Duties and Responsibilities:
Understand and adhere to Good Manufacturing Practices.
Safety Protocol:

• Stop any observed unsafe acts and obey facility safety rules and procedures.
• Correct or report any observed safety hazards.
• Support safety policies and programs.

Supervisory Responsibilities:

• Provide leadership and direction to direct report(s).
• Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.
• Help mentor and support career development of team members.
• Interview, hire, and train employees; plan, assign, and direct work; appraise performance; rewards and disciplines employees; addresses complaints and resolves problems.

This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities, as deemed necessary from time to time.