Customer Service Manager

Description

Customer Service Manager

Job Summary

The Customer Service Manager at Delmarva Corrugated Packaging will oversee all customer service functions within a dynamic corrugated packaging manufacturing environment. This role is pivotal in ensuring exceptional service, fostering client relationships, and optimizing processes to meet production and business objectives. The manager will lead a team of Customer Service Representatives and collaborate with Production, Scheduling, Sales, Accounting, Shipping, and other departments to deliver high-quality solutions for our customers.

Reporting Relationships

The Customer Service Manager reports directly to the General Manager. This role has direct responsibility for a team of Customer Service Representatives. The Customer Service Manager will work closely with Production, Scheduling, Sales, Accounting, Design, Shipping, Quality, Safety, other Delmarva Corrugated Packaging plants, certain vendors, and the plant’s customers. They may also interact with corporate functions, including Sales & Marketing, Finance, Information Technology, and Human Resources.

Responsibilities

Customer Service & Sales Leadership

• Collaborate with production and sales to balance customer needs and plant production capabilities.
• Ensure accuracy in customer service transactions and documentation.
• Develop strong client relationships, supporting Customer Service Representatives (CSRs) and the Sales team as needed.
• Oversee workload distribution within the Customer Service Department to ensure efficiency and balance.
• Proactively build and maintain vendor relationships.

Financial Leadership

• Provide analysis to improve margins and control costs.
• Participate in weekly forecasting meetings; maintain a working understanding of P&L and General Ledger reports.
• Coordinate activities to ensure best purchasing practices.
• Manage and track customer inventory, establishing appropriate minimum/maximum levels and resolving obsolescence or slow-moving inventory issues.

People Leadership

• Promote safety by ensuring adherence to corporate safety policies through training, communication, and monitoring.
• Coach and develop CSRs to maximize their effectiveness and identify high-potential employees for greater responsibilities.
• Recruit talent to address departmental needs and fill technical or competency gaps.
• Provide timely performance feedback and appraisals; reward and recognize achievements.
• Hold team members accountable for performance, addressing underperformance with training, performance improvement plans, or disciplinary actions as necessary.

Qualifications

Candidate Qualifications

The ideal candidate is process-driven, results-oriented, and an effective communicator with strong interpersonal skills. The candidate must demonstrate exceptional customer service and administrative abilities, with the capacity to multitask in a busy environment.

Requirements

• Minimum of 5 years of progressively responsible customer service experience in a corrugated manufacturing environment.
• At least 2 years of management experience overseeing multiple employees in a manufacturing setting.
• Significant experience in the corrugated packaging industry is required.
• Advanced proficiency with computers and software, including Microsoft Word and Excel.
• Experience in Amtech preferred. 
• Strong time management, employee relations, and leadership skills.

Leadership Competencies & Behaviors

Administrative Skills

• Establish and execute plans effectively.
• Improve and manage processes.
• Lead through change and manage execution courageously.

Organizational Skills

• Analyze issues and use sound judgment.
• Think strategically and foster customer loyalty.

Interpersonal Skills

• Drive accountability.
• Foster open communication and manage conflicts.
• Build relationships and coach team members.
• Inspire trust and influence others.

Business Knowledge & Acumen

• Expertise in production control, customer orders, and inventory systems.
• Financial acumen and understanding of technology management.

Education, Training, and Certifications

• Minimum of an associate’s degree; bachelor’s degree or post-graduate work preferred.

Travel Requirements

Occasional travel to customers and other Delmarva Corrugated Packaging plants is required. Must be willing to travel overnight by various means.