Customer Service Manager

About the Company - Dynamic packaging company dedicated to providing exceptional service to our customers. Our core values drive everything we do, and we are looking for a leader who can embody these values daily while building and managing a world-class customer service team.

About the Role - The Customer Service Manager will play a pivotal role in our packaging division, leading a team of 4-6 customer service representatives. This person will be responsible for ensuring that our team delivers exceptional service in every interaction, manages the order lifecycle efficiently, and resolves challenges quickly and effectively to meet the evolving needs of our customers. This role is essential in creating a culture of service and excellence, aligned with our core values.

Responsibilities

• Team Leadership & Management
• Lead, mentor, and develop a customer service team, fostering a collaborative and high-performance culture where solving customer problems is the top priority, even if it means going above and beyond.
• Demonstrate humility by encouraging team members to ask for help and work together to provide the best solutions for customers.
• Order Management & Fulfillment
• Oversee the entire order management process, including order entry, tracking, and fulfillment, ensuring accuracy and efficiency.
• Take ownership of outcomes and ensure accountability throughout the team.
• Identify areas for improvement in processes and take proactive steps to fix and enhance them, ensuring that the team consistently meets and exceeds customer expectations.
• Problem Solving & Customer Support
• Act as the point of escalation for complex customer issues, resolving problems swiftly and effectively while maintaining a positive customer experience.
• Prioritize solving customers’ problems first, ensuring that money does not stand in the way of providing exceptional care.
• Embrace change and adapt to new challenges by evolving processes and approaches to stay ahead of customer needs and market dynamics.
• Continuous Improvement & Core Values Integration
• Analyze customer service metrics to identify areas for improvement, implement strategies to enhance service quality, and optimize processes that align with our value of constant improvement.
• Lead initiatives that embrace change, ensuring the team evolves in ways that enhance customer satisfaction and retention, ultimately building a world-class customer service experience.

Qualifications

• Proven experience in customer service management, preferably in wholesale distribution or a related field.
• Strong leadership skills with experience managing and developing teams.
• Excellent problem-solving abilities with a proactive and customer-focused mindset.
• Outstanding communication and interpersonal skills.
• Experience in packaging distribution is a plus.

Core Values

• Serve: Prioritize solving customer problems and building lasting relationships over financial considerations.
• Improve: Actively seek and implement improvements in processes and service delivery.
• Own It: Take responsibility for outcomes and ensure accountability within the team.
• Be Humble: Foster an environment where team members collaborate and seek help when needed.
• Evolve: Embrace change and adapt to create new and better ways to serve our customers.

Equal Opportunity Statement - Kingsley-Rose is a premier executive search firm specializing in talent acquisition, consultancy, and global mobility. Our innovative project management methodology and entrepreneurial retained approach set us apart in the industry, helping businesses across various sectors hire top talent to drive growth and enhance company culture.