Job Information
American Packaging Customer Service Manager in Columbus, Wisconsin
Customer Service Manager
Columbus, WI (http://maps.google.com/maps?q=Rotogravure+Printing+and+Lamin+Columbus+WI+USA+53925)
Description
For over a century, American Packaging Corporation (APC) has been a leading flexible packaging converter for customers throughout North America. We nurture our employees by providing competitive salaries, excellent benefits, 401(k) plans and tuition reimbursement programs. These are just a few reasons why we were named a “Best of the Best” in the Best Workplaces in the Americas awards for 12 years in a row. APC’s longstanding success is fueled from the inside out, and we consistently seek to improve our internal operations to propel that success into the future.
SUMMARY:Directs and coordinates customer service activities for the Assigned COE.
ESSENTIAL DUTIES AND RESPONSIBILITIESinclude the following:
Manager Customer Service function.
Accomplishes objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling and disciplining employees
Communicating job expectations
Planning, monitoring and reviewing job contributions
Enforcing policies and procedures
Manage customer service issues, including terms of sale.
Monitors inventory so aged material can be shipped or pre-billed
Provides input for Customer Service Representative performance reviews.
Manages Expedited freight
Solve problems, analyze situations/behaviors and prioritize responsibilities.
Handle complex and escalated customer service issues and follows through to resolution
Improving customer service experience, created engaged customers and facilitate organic growth
Corresponds with company sales force as needed to address customer issues.
Provides training for the Customer Service Representative Positions and updates training documents as appropriate.
Contacts other departments and locations within the organization to obtain and provide information.
Prepares reports as per customer needs and requests.
Monitor accuracy of reporting and data base information
Establish efficient and balanced work flows that maximize efficiency and produce high levels of service quality and customer satisfaction.
Identify and implement systems/processes improvements that provide best business practices as it relates to customer order entry, order pricing and inventory reporting.
Improves customer service qualityby studying, evaluating, and re-designing processes, establishing and communicating service metrics, monitoring and analyzing results, implementing change as a result
Any other assigned responsibilities.
Requirements
QUALIFICATION REQUIREMENTS:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
Ideal candidates will possess a Bachelor’s degree (B. A.) from a four-year college or university or equivalent experience. Three to five years related experience in the flexible packaging industry which include: Inside Sales/Sales Service/Customer Service experience, Marketing experience, Pricing background, and Sound technical knowledge/ability.
LANGUAGE SKILLS
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
MATHEMATICAL SKILLS
Ability to work with mathematical concepts such as probability and statistical inference, and fractions, percentages, ratios, and proportions to practical situations.
REASONING ABILITY
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
OTHER SKILLS & ABILITIES
Candidate must possess/exhibit the following skills/abilities:
Absenteeism: at work every day on time
Accuracy: uncompromised
AS400
Coaching ability
Communication Skills: technical information, internal/external customers, all levels of employees
Conflict Resolution
Confidentiality
Deadlines
Detail: attention to
Independence
Innovation: constantly re-develop systems
Motivate: others
Multiple projects/priorities/deadlines
Negotiation ability
Organizational skills
Presentation skills
Professionalism/professional demeanor
Project Management
Safety
Software: Microsoft Office Suite
Team: work as a member with all employees
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to sit, and use hands to finger, handle or feel objects, tools or controls. The employee is occasionally required to reach with hands and arms, stand, walk, stoop, kneel, crouch or crawl and climb or balance. The employee is regularly required to hear.
The employee must occasionally lift and/or move up to 50 pounds. Any lifting over 50 pounds would require assistance. Specific vision abilities required by this job include close vision, distance vision and the ability to adjust focus.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
American Packaging Corporation is committed to equal opportunity for all, without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. American Packaging Corporation will make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodation would impose an undue hardship on the operation of our business. If you are interested in applying for an employment opportunity and need special assistance or an accommodation to apply for a posted position, please contact our Human Resources department atAPC-Careers@americanpackaging.com.