Customer Service Manager- Manufacturing

Job Title: Customer Service Manager- Manufacturing 

Department: Administration 

Job Summary:   Maintains customer satisfaction by providing problem-solving resources; managing staff. In the absence of this position, the Customer Service Lead will take over and assign duties to the Customer Service Reps.  

Education: Bachelor’s degree or equivalent work experience 

Preferred Experience: 

• Minimum one year supervisory or management experience 
• Minimum one year customer service experience 
• Strong preference for manufacturing industry experience 

Requirements:   

• Sales and/or Customer Service experience.
• Manufacturing
• Leadership experience.
• Managing and scheduling the team's work hours
• Must adhere to all quality processes, including documentation and verification as they apply to the performance of your tasks. 
• Must be able to articulate and communicate effectively with customers, office, and production personnel. 
• Work well under pressure and can meet deadlines. 
• Excellent problem solving and innovative thinking skills. 
• Excellent organizational and multi-tasking skills 
• Must be able to read a tape measure down to .0625.” 
• Above average computer literacy, math, and literacy skills 
• Microsoft Word, Excel, and Outlook experience 
• Adobe Illustrator experience preferred. 

Duties:   

• Accomplishes customer service human resource objectives by selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures. 
• Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing changes. 
• Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications. 
• Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes. 
• Maximizes customer operational performance by providing helpdesk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing network problems. 
• Manage Logistics, Shipping and Receiving and oversee the Slitting Department. 
• Staff are informed and held accountable for their food safety, quality, and regulatory responsibilities, 
• Customer Service Manager is positively encouraged and required to notify management of actual or potential food safety issues, 
• Customer Service Manager is empowered to act to resolve food safety issues within their scope of work. 
• Customer Service Manager is informed and held accountable for their food safety, quality, and regulatory responsibilities. 
• Will be a member of the food safety and quality recall team. 
• Participate in the Business Continuity Plan as necessary. 
• Trained in Emergency Response. 
• Develop and approve SOP for the shipping and receiving department and CSR functions.