Customer Service Manager

Position Summary

The Customer Service Manager will be responsible for planning and managing the customer service activities for the Customer Service Team. The role includes managing and overseeing the functions of this team to effectively support the coordination of designs, pricing, customer orders, manufacturing and delivery schedules, service and quality issues, and other related customer concerns. This role requires frequent interaction with manufacturing, sales, design, and production to ensure resolution of known customer problems, satisfy customer needs, and maintain effective, positive business relations between the company and its customers. Currently, we have a Customer Service Manager opening based out of our Bensalem, PA location.

Responsibilities:

• Provide ongoing support and direction to Customer Service Representatives to ensure accurate and complete order entry, processing, and on-time delivery.
• Provide on-going direction, guidance, training, and support to staff which includes making personnel decisions on employee hire, compensation, evaluation, and disciplinary action.
• Provide timely and accurate updates on orders, deliveries, and issues 
• Coordinate daily meetings with scheduling and production
• Coordinate with Operations, Design and Quality to help resolve production issues and support customer on-time deliveries. Ensure customers’ expectations are exceeded, especially on first orders
• Coordinate new customer requests for product samples, specifications, pricing, and availability with various departments i.e. design, sales, production etc.
• Review incoming Requests for Quote (RFQs) and prepare pricing recommendations for review with Sales and Operations leadership and prepare final quotes for submittal to customer.
• Manage on-hand inventory levels and reconcile to customer orders, forecasts, and just in time schedules
• Investigate and resolve customer complaints including billing issues or credit requests and communicate common problems to internal departments as necessary.
• Monitor key account performance metrics such as customer satisfaction, on-time delivery, quality, and overall relationship.
• Strive to continuously improve customer service standards by establishing, developing, and supporting plant goals and quality standards.
• Recommend changes and improvements to products, services, policies, and operations to better fulfill customer needs.
• Actively support the Company’s sales goals. Help solicit business opportunities that support Company growth plans.
• Visit customers as needed to build relationships with key decision makers in the purchasing, engineering and quality organizations.
• All other duties as assigned

Field Label

Qualifications

Knowledge and Skills

• Previous experience in managing people with experience in hiring, coaching, performance development, and corrective action.
• Demonstrable experience handling customer orders on an order entry system, maintaining / building strong positive customer business relationships and estimating and pricing orders.
• Above average written and verbal communication skills with the ability to communicate to multiple audiences and purposes, and to effectively communicate with customers over the phone.
• Strong attention to meeting and exceeding customer expectations.
• Ability to network and build relationships with individuals of various experience and corporate positions.
• Strong active listening, evaluating, and problem solving skills.
• Strong analytical skills with the ability to handle detail oriented tasks and review multiple documents and reports.
• Ability to work in a fast paced, deadline-oriented environment, prioritize assignments, and handle multiple tasks.
• Strong organizational skills with the ability to handle numerous details, deadlines, and requests.
• Previous experience working in a team environment preferred, or a strong understanding of the importance of open communication and information sharing among co-workers.

Qualifications

• Bachelor’s degree required with a concentration in Marketing, Business, or Communications preferred
• Minimum of three years’ experience in Customer Service Management
• Experience in manufacturing environment, preferably in the Corrugated industry
• Computer literacy is essential, with demonstrated competency in Microsoft Word, Excel and PowerPoint

Physical Requirements

In order to successfully complete the essential functions of the position, the candidate may be required to travel to and tour customer facilities, remain in a stationary position in an office setting, communicate verbally with co-workers and customers both in person and on the phone, visually evaluate customer specification documents to ensure accuracy of product delivery, and move, position, and/or transport products and supplies weighing up to 25 lbs. which may include stooping or bending. Candidate will occasionally be required to move, position, and/or transport products and supplies weighing up to 50 lbs. which may include stooping or bending.

Compensation and Benefits

Unicorr Packaging Group offers an impressive compensation, benefit and expense package including health, dental and vision, 401(k) Plan, and much more. 

About Us

Unicorr Packaging Group is a family owned and operated business that has been incorporated since 1946. Experience, expertise and value-added services have made us the preferred supplier to hundreds of customers regionally, nationally and globally. Our customers range from the high tech and medical industries to food and beverage companies.

Unicorr has distinguished itself by its integrity and its manufacturing, design and service excellence, being among the largest converters of corrugated products and protective packaging in the Northeast. Practicing lean thinking to promote efficiency, sustainability and the elimination of waste along with a customer-partnership philosophy, has led to Unicorr’s success and growth.

For additional information on Unicorr Packaging Group, please visit our website at www.unicorr.com. Unicorr Packaging Group is an Equal Opportunity Employer.

Application Completion Message

'Thank You'