February 12, 2019

Customer Service Manager,Mondi-Wellsburg

Responsibilities:

All matters listed herein are considered to be essential job functions. There
may be other job functions which are essential, but not listed below. Also, the company may revise the description at any time deemed necessary.

This position reports directly to the Plant Manager. Work with Plant Manager and plant functional areas to develop policies and procedures to drive a positive customer experience. Train and support Customer Service Reps to provide exceptional service to customers. The Customer Service Manager responsibilities include resolving customer issues, managing quotes and proposals of product, and monitoring production to ensure products are shipped on time and in full.

  • Hire, train, and lead all Customer Service Representatives
  • Perform annual reviews and targeted Individual Development Plans
  • Direct contact with key customers
  • Investigate and solve customers’ problems and complaints and develop feedback on complaints procedures and keep records of all customer correspondence
  • Produce and negotiate customer quotations and proposals
  • Monitor production order schedules and expedite delivery per customer requests
  • Liaison between customers, field personnel, and Company
  • Inform customers of progress/anticipated dates of order completion and shipment
  • Work with other departments and teams as needed to facilitate overall operational improvements
  • Maintain a safe work area and follow all plant safety rules
  • Ensure that customer communications regarding orders, graphics, deliveries, and inventories are maintained at a high level
  • Manage on-time delivery daily through communications with a goal of 95% on-time delivery
  • Manage warehouse inventory by reviewing minimum and maximum levels agreed to by customers
  • Perform other duties as assigned

Requirements:

  • Ability to compute rate, ratio, and percent
  • Ability to create and interpret bar graphs
  • Excellent written and oral skills
  • High integrity
  • Ability to establish and give clear directions to staff/employees
  • Ability to communicate with both external and internal customers/employees/staff in a positive, professional manner
  • Ability to meet customers’ expectations and needs
  • Ability to multi-task
  • Strong analytical and organizational skills and detail orientation
  • Ability to work on your own with little supervision and as part of a team
  • Effective interpersonal skills for interacting with customers and people at various levels of the organization and in a variety of functions
  • Self-confident, ability to accept and respond to challenges in a positive manner
  • Ability to self-direct activities, prioritize tasks and meet deadlines
  • Ability to handle multiple tasks and work in a changing environment with strong problem solving skills
  • Results driven; effective decision maker
  • Ability to use discretion with confidential and sensitive information

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