Customer Service Manager

SUMMARY Overall responsibility for customer service, order entry, order processing, and order shipping and managing the Customer Service Representatives and Inside Sales Reps. DUTIES AND RESPONSIBILITIES Supervise sales service, scheduling, and shipping. Review and ensure that all plant goals regarding roll stock, board combinations, on-time deliveries, and other product quality and performance issues are being met. Attend scheduling meetings Monitor inventory and warehouse items. Provide input to management as to availability of stock, slow moving, and fast moving items. Keep Sales Manager informed of problems and situations that may affect the performance of sales service, scheduling, and shipping. Review and revise service related procedures and train personnel to ensure quality service and output. Complies with company policies and procedures. DESCRIPTION The Customer Service position is responsible for project management of assigned customers or salespeople. They will act as a liaison between sales, the customer, design, preproduction, production, assembly, and shipping making sure the project remains on its critical path. They will have direct client contact, to clarify questions, secure necessary approvals (artwork, mechanicals, ink matches, proofs), and relay production status on each job. Responsibilities include: Estimating projects to provide accurate and complete pricing to the customer. Organizing the order packet and booking the display order for production including requisitions for tooling, factory tickets, and assembly BOM's. Working directly with outside vendors to purchase outside display components including litho, clips, and plastic. Coordinating/communicating on-time delivery with ship to location and customer. Effective inventory disposition or maintenance of ongoing made to order program. Review invoicing of projects once completed and assisting in the resolution of receivable and collection issues. Documentation of our business and operating process for the customer and distribution throughout the organization. Involvement in special projects as required. Suggestion of alternative products or services to meet customer needs Additional duties as assigned by management. Requirements EDUCATION and/or EXPERIENCE The ideal candidate will have: 4 year Bachelor Degree 1 - 3 years job experience in related field such as corrugated, folding cartons, printing, advertising, or marketing. Three years supervisory experience overseeing three or more people Understand the basics of printing and converting for packaging and/or displays. Strong computer skills (Windows, Email, Word, Excel) HRMS (Harry Rhodes) experience preferred Willingness to learn Overriding customer service orientation Excellent communication and interpersonal skills Strong accuracy working with numbers Demonstrates leadership ability and can work in a team environment Can negotiate skillfully to win concessions without damaging relationships Can martial resources (people, support) to get things done LANGUAGE SKILLS Strong communication skills. Ability to read and interpret documents such as business and performance reports, operating and maintenance instructions and procedure manuals. Ability to write business reports and correspondence. Ability to speak effectively before groups of customers, the general public, managers, and other employees of the organization. MATHEMATICAL SKILLS Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, and volume. Ability to compute rates and ratios. Ability to generate and interpret graphical representations. REASONING ABILITY Ability to solve a variety of problems and deal with a variety of situations where only limited information or standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. TECHNICAL SKILLS Computer literate (MS Office including Word and Excel and data entry skills) Application knowledge of products and production processes Quality standards – both ISO and QS PHYSICAL DEMANDS Employee is regularly required to walk and talk and hear, stand, and sit. Vision requirements include: close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. WORK ENVIRONMENT While performing the duties of this job in the plant, the employee is exposed to wet and/or humid conditions, moving mechanical parts, and fumes or airborne particles. The noise level in the plant work environment is usually loud. LEADERSHIP ATTRIBUTES The individual must posses the following: Superior time management skills including the ability to manage multiple issues concurrently and the ability to lead an effective and efficient meeting. Superior communication and teaching skills in order to function effectively as a teacher for his/her personnel. Excellent crisis manager who demonstrates that he/she has a high emotional control under adverse conditions and can lead his/her personnel to a successful resolution. Excellent employee relations skills including being an active listener, understanding how to appraise personnel, applying both positive and corrective feedback, being able to resolve conflicts either involving the supervisor directly or as a third party, understands and demonstrates positive motivational skills including coaching and delegation techniques. Demonstrated confidence including providing a consistent leadership style with an acceptable level of professional assertiveness. Professional appearance to support his/her role as a managerial representative.