Customer Service Manager Jobs

Summary Description
The Customer Service Manager is responsible for developing Genera's customer service function, driving customer centricity, and serving as brand ambassador for Genera to customers. The Customer Service Manager leads Genera's efforts to create industry leading customer service across the product portfolio.
The role requires a consultative approach toward identifying and delivering on customer needs while helping steward the business toward desirable outcomes for growth and profitability.
Key Tasks Include

• Managing customer and Genera systems to ensure timely delivery on customer needs and accuracy of information
• Collaborating cross-functionally to ensure information flow and timely execution on opportunities to maintain and grow share of wallet with customers.
• Owning voice of customer mantra, gathering key VOC metrics and implementing improvement plans to drive customer experience
• Owning all commercial aspects of order to cash processes
• Developing the customer service team including staffing, training and associated performance metrics

The role will act as an internal and external customer facing ambassador for Genera and its customers. Success in the role will require a passion for sustainability, decarbonization and the role of packaging in helping customers to reduce their carbon footprint while delighting consumers.
Responsibilities And Duties
Customer Service Activities

• Drive customer service and satisfaction metrics
• Own all commercial aspects of order to cash processes
• Lead customer excellence focus across the organization
• Understand customer needs and bringing Voice of Customer feedback to Genera
• Collaborate with sales, supply chain, operations to scale new customers and projects
• Managing Genera's sales sample program
• Ensure customer order patterns and demands are compliant with agreements and contracts
• Helping launch new products successfully into the market in collaboration with the commercial team and cross functional team members
• Leverage selling tools to maximize customer engagement and value perception
• Negotiate customer and Genera outcomes to ensure customer satisfaction while maintaining profitability
• Manage customer input including forecasts, order requirements, vendor managed supply programs, complaint escalation and resolution
• Create/implement effective customer service training, procedures, policies, standards and metrics
• Communicating new developments, advances and improvements to Genera's customers
• Manage sales programs for house accounts
• Responding to website inquiries and assigning to appropriate team members
• Keep ahead of industry's developments and apply best practices to areas of improvement
• Collaborate with commercial team and cross functional teams to win new business
• Maintain CRM files for all customer communications, feedback and complaints

Genera's transformation

• Work with the commercial team on various projects to enhance customer experience with Genera, to support customers and test market conditions with new concepts and ideas
• Collaborate with the commercial team to bring new concepts and marketing programs to National Key Accounts
• Be part of Genera's external messaging on the benefits of USA produced non-wood fiber

Skills

• Strong written communication skills including MS office products with ability to create and adapt spreadsheets, word documents, PowerPoint presentations
• Familiarity with using ERP's, CRM and various business tools
• Strong presentation skills in-person and virtually
• Strong communication skills with the ability to form collaborative relationships with customers and stakeholders
• Great listening skills, with the ability to discover and understand customer needs and how to best position Genera's packaging solutions
• Flexibility operating in an evolving environment and the ability to navigate through ambiguity

Qualifications
The minimum requirements for education and experience are listed below. Consideration will be given to individuals with an equivalent combination of education and experience.

• Experience managing complex & technical customer challenges
• College diploma or university degree
• Experience managing customer service teams in a B2B environment
• Formal training in customer service management and related systems and metrics
• Valid Drivers License
• Strong track record creating and delivering value for customers

Location

• Hybrid office (Vonore, TN) and home office option

Travel Requirements

• Travel 10% mostly within North America

Salary

• Competitive salary and benefits package, commensurate with experience. Benefits include participation in a team based variable compensation plan and annual bonus and commission program.

In order to be considered for this position candidates are required to submit an application for employment through our career site and willing to take a drug test and submit to a background investigation as part of the selection process.
Physical Demands
While performing the duties of this job the employee is frequently required to talk and/or listen. The employee is occasionally required to stand, walk, sit, use hands to grasp, handle, or feel objects, tools, or controls, to reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, color vision, and the ability to adjust focus.
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
Job Posted by ApplicantPro