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Customer Service Manager



Overall responsibility for customer service, order entry, order processing, and order shipping.


Supervise sales service and working closely with Design Department & Production Team.

Recruit, mentor and develop customer service reps in an environment where they can excel.

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.

Additional duties as assigned by management. (i.e. Month End Closings, visit Customers/Prospects w/SR’s.


High school diploma or GED

Five years experience in a manufacturing environment

Three years supervisory experience overseeing three or more people

Candidates are PREFERRED who offer the following:

Experience in the corrugated container industry

Computer literate (MS Excel and MS Word)


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.


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.


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.


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


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.


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.


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.


The performance of the Customer Service Manger 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.

Continuous Education – Pratt U

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