Customer Service Manager Jobs

ProAmpac is a leading global flexible packaging company with comprehensive product offerings. Providing creative packaging solutions, industry-leading customer service and award-winning innovation to a diverse global marketplace. We are guided in our work by four core values that are the basis for our success: Integrity, Intensity, Innovation and Involvement.

We are actively seeking a Customer Service Manager to join our team at our White House, TN facility!

Position Summary

In partnership with the entire ProAmpac Flexible Packaging Division Team, the Customer Service Manager will be responsible to lead and develop a unified service team, focused on a shared vision and strategies that deliver positive end-to-end customer experiences. The incumbent will also be responsible to build customer loyalty by proactively managing the customer’s experience, including communication excellence in support of customer expectations, and providing innovative service solutions with strong partnerships throughout the business.

Key Responsibilities Include

• Holds team accountable for accuracy and lead as a champion for quality in all processes.
• Serves as a key member of the broader leadership team. Partners closely with Sales, Manufacturing and Operations teams to ensure the best customer experience.
• Align team resources and workloads to maximize productivity to deliver customer requirements. Provide leadership regarding escalated issues and work in collaboration with other functional areas to resolve requirements, customer orders, graphics issues, ship dates, quality concerns, etc. to meet customer expectations.
• As determined by business conditions, manages customer accounts and customer service activities; participates in customer meetings/visits with other groups to support business. This can, on occasion, include overnight travel.
• Support ProAmpac culture and core values, drive engagement and overall positive employee experience through strong change management and communication.
• Coach team to ensure individuals are implementing corrective action to eliminate non-conformances; understand root cause with repetitive errors and address accordingly.
• Seek out Continuous Improvement opportunities and understand how your solution impacts the upstream/downstream process. Lead implementation of potential solutions across the broader team.
• Build forward-looking skillsets within the team to take on advanced roles within the company.
• Hire, coach, mentor and develop customer service representatives.
• Successfully lead the day-to-day management of a team of Customer Service Representatives.

Qualifications, Education And Experience

• Excellent interpersonal skills
• Bachelor’s Degree (BA) from 4-year college or university; 4-6 years of related management experience and/or training; preferably within manufacturing.
• Exceptional time management and organizational skills. Ability to manage multiple tasks and projects simultaneously establishing priorities to meet deadlines.
• Experience using Microsoft Office Suite (Word, Excel, Power Point) and Outlook email and calendar capabilities.
• Ability to effectively present information and respond to questions from groups of mangers, clients, customers, and the general public.
• Maintain Strict confidentiality and protects privacy of confidential/sensitive information.
• Strong Managerial skills including coaching, mentoring, delegating, communicating, listening, and decision-making.
• Ability to communicate effectively (verbal, written, and presentations) with executive leadership, staff, and internal and external clients.
• Proactive; exercises sound judgement and decision making; able to identify problems and needs and develops solutions and/or options.
• Self-confident, self-motivated polished professional who thrives in a challenging, fast-paced environment.