Job Title: Customer Service Manager
Classification: Salaried-Exempt
Reports To: Director of Customer Service
Department: Customer Service
Summary of JobThe Visalia Customer Service Manager will plan, co-ordinate and lead the activities of the customer service team to retain and enhance customer relationships. He or she will work closely with Sales and Operation Managers to create a customer centric environment that drives customer satisfaction and supports business growth objectives. The Visalia Customer Service Manager is responsible for providing support to all customers within the region and will be based in the Visala, CA Pregis location.
Essential Functions and ResponsibilitiesLeadership- Set the tone for customer service team's culture, with emphasis on Safety, Quality, Profitability, and Customer-Focus.
- Recruit, mentor and develop customer service team members by creating an environment where they can excel through encouragement and empowerment
- Drive team to meet Key Performance Indicator targets. Review existing company report and develop reports as needed to drive and track team performance.
- Co-ordinate and manage customer service projects and initiatives
- Ensure AOP budget spend requirements are met
- Participate in monthly Visalia Business Team meetings and drive company business initiatives related to Customer Service
- Plan, prioritize and delegate tasks according to top priorities
Safety- Drive a culture of safety within the customer service team and champion all Pregis safety initiatives
- Ensure a safe environment for customers visiting the plant
Quality- Manage/review/track customer complaints and ensure they are resolved in a timely manner
- Participate in and lead kaizen events related to customer service and quality issues; drive corrective actions
- Identify and implement strategies to improve quality of service, productivity and profitability. Adopt and share best practices with other Customer Service managers.
Customer Focus- Develop, Implement and maintain service procedures, policies and standards
- Review and maintain accurate customer records and documents
- Handle complex and escalated customer service issues to ensure timely resolution and effective communication with customers
- Visit customers as needed to maintain existing business and support business growth
- Act as in-house contact for Visalia Sales Managers, RTU Specialists, Systems Specialists, and Account Managers to foster effective teamwork with Customer Service
- Liaise with company management to support and implement growth strategies
- Collaborate with production and shipping teams to balance customer demand against capacity and supply; ensure decisions are made with the customers' best interest in mind
- Other duties as assigned
Competency (Knowledge, skills, and abilities)
- Ability to think strategically and lead large service center (6 or more CSR's).
- Advanced multitasking and trouble shooting skills
- Excellent knowledge of customer service principles and practices
- Solid experience with customer service software, database and CRM tools.
- Excellent computer skills including MS Office; ability to manage and analyze large data sets and build customer trend models in MS Excel.
Environment- Mainly office setting
- The position environment may vary and require a combination of outside work and inside work
- Based on the plant and time of the year, there could be varying degrees of high heat and cold weather
- Moderate humidity levels
- Moderate noise levels
Physical Characteristics- Required to stand, walk and sit; talk and hear, both in person and by telephone; use hands to finger, handle or feel objects or controls; reach with hands and arms
- Regularly required to stoop, kneel, bend, crouch and lift up to 25 pounds
- Frequent typing, keyboarding, and repetitive use of hands, wrists, and fingers
- Willingness to wear appropriate personal protective equipment, including hearing protection
Position Type- Full time requiring onsite presence
- Hours vary based on operational needs
- Potential requirement to work outside of normal working hours
- Approximately 10% travel
Education and Experience- BS in Business Administration or related field (preferred)
- 5 years of customer service management experience in a manufacturing business, working with multiple product/service categories.
CompensationThe listed annualized base pay range is primarily based on analysis of similar positions. Actual base pay could vary and may be above or below the listed range based on factors including but not limited to performance, proficiency and demonstration of competencies required for the role. The annual base pay range for this role is estimated to be $90,000 to $110,000. This position also includes a bonus opportunity as part of Pregis' total compensation package.
