Description
Our Customer Service Manager (CSM) is responsible for overseeing all operations of the customer service department in a manufacturing facility involved in turning recycled paper into sheets of corrugated board and getting them to our customers.
Who We Are
Pratt Industries is an industry leader in sustainable packaging — from pizza boxes to the packaging that was delivered to your doorstep from your favorite online retailer — we create our solutions from recycled content and eliminate waste in landfills.
Key Responsibilities:
- Team Leadership:
- Directly oversee training, development and support of the customer service team, fostering a high-performing culture dedicated to customer satisfaction.
- Customer Account Management:
- Oversee all customer accounts, assisting as needed to maintain strong relationships and deliver streamline resolution to customer concerns.
- Ensure timely and accurate order processing by verifying customer specifications, order date and pricing.
- Cross-Functional Collaboration:
- Actively assist production, shipping, design and quality to evaluate and identify opportunities for process improvement.
- Engage in daily cross-functional meetings to monitor plant status, resolve production challenges and address any potential customer issues.
- Operational Oversight:
- Assist and collaborate as needed with schedule, shipping and production to ensure machine scheduling efficiency and monthly on-time delivery budget goals.
- Manage and optimize inventory tracking across all warehoused customers to mitigate overage inventory and certify accurate order replenishment.
- Proactive Issue Resolution:
- Address and resolve escalated customer issues as presented by customer service team, production and shipping.
- Track order and production activity, communicating any concerns or delays with plant leadership to devise and implement effective solutions.
- Strategic Contributions:
- Participate in monthly and annual reviews, providing customer service insight to enhance market share, margin and optimal operational output.
- Support continuous improvement efforts by identifying and implementing best practices within the customer service department.
Education and/or Experience:
- High school diploma or GED
- Five years experience in a manufacturing environment
- Candidates are preferred who offer the following:
- Experience in the corrugated container industry
- Three years supervisory experience overseeing three or more people
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: Proficient in Microsoft Suite and Google Suite. System experience (e.g. AS/400, HRMS, Amtech). 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: Primarily operators indoors within a climate-controlled environment. Frequently performs tasks in a sedentary position, requiring prolonged periods of sitting or remaining stationary. Occasionally engages in activates requiring standing or walking for 1-2 hours at a time. Work area may involve exposure to elevated noise levels; adherence to all safety protocols and regulation is mandatory.
Leadership Attributes: The individual must possess 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.
Performance Measurements: The performance of the Customer Service Manager will be measured as follows.
- Operating standards - The employee will need to meet or exceed the Operating Standards set in the areas of quality, cost, safety, planning, customer satisfaction, supervision, efficiency, and productivity. Such standards will be set annually and communicated to the manager.
- Personal growth - Each year there will be professional goals developed and agreed to by the manager and supervisor.
- Employee relations – The employee will be evaluated regarding his/her skills and advancements in the areas of motivational techniques and results, positive and corrective/constructive feedback, subordinate development and creating a positive work environment.
- Creativity – This will be evaluated by how active the employee is in participating in advancing the business through new and innovative ideas.
