What are the responsibilities and job description for the Manufacturing Customer Service Manager position at PFNonwovens, LLC?
Purpose and role of job:
The Customer Service Manager in a manufacturing setting ensures efficient handling of customer interactions according to company policies. This role requires knowledge of warehouse inventory systems, ERP software, and strong Excel skills for effective communication with finance, quality assurance, and planning departments. The manager coordinates shipments to ensure timely and accurate order fulfillment, including international shipments and customs compliance. They also analyze data for forecasting, monitor vendor-managed inventory, and support the Customer Service team with process reviews and special projects.
Principal Accountabilities/ Responsibilities:
- Manages the Customer Service department to ensure all customer interactions are handled professionally, efficiently and in accordance with company policies and procedures.
- Must have a full understanding of customer base and systems.
- Analyzes data and provide forecasting guidance to customers and PFN.
- Manages all new business and trial processes to ensure that all PFN and customer needs are met.
- Primary point of contact for larger customers in absorbent hygiene relative to detail planning.
- Manages and adjusts the raw forecast received from the customer. Placed in PFN format and notifies the BD team and all other vested departments when changes in the forecast are necessary.
- Coordinates any transitions to maintain production line loading balance.
- Provides weekly updates to customers to track forecast to actual sales per month
- Monitors vendor manage inventory (VMI) to avoid E&O situations.
- Coordinate all issues related to inventory vs. forecast
- Keeps customers and related PFN departments abreast of slow moving product.
- Oversees special executive projects as requested
- Will represent Customer Service Department in the review of processes and procedures when needed
- Provides back-up support to the CS team for vacations and breaks.
- Follows all safety and training requirements
- All other special duties and tasks as assigned
Education and experience requirements:
Bachelor’s degree in Business, Forecasting, Finance or related field of study.
Minimum of 5 years’ previous experience in Customer Service and Forecasting. Must have positive supervisory experience and the ability to lead a team with professionalism and respect. Ability to build relationships and communicate with team members and customers. Must be extremely analytical with a proven track record of providing accurate data to the organization. Excellent written and verbal communication skills are a must as well as the ability to work respectfully with all levels of personnel. Must have problem solving abilities and must be able to work in a fast paced environment. Must be flexible when required to do so.
Work Environment:
Office setting but will periodically spend time on the production floor. Hybrid office schedule available but Management deserves the right to adjust this schedule at any time
Physical Requirements:
Must be able to speak, walk, use computer, reach and sit. Must be able to analyze numbers and recognize the need for adjustments. Some travel required.
