Customer Service Manager

2 weeks ago

Richmond, United States Westrock Full time
As a Customer Service Manager, you will define the strategy and business plan for front end operations, manage and lead customer service teams, and support strategic initiatives for the plant and the company. As a CSM, you will partner with production, shipping, executive management, and customers to achieve optimal customer satisfaction.
 
 How you will impact Smurfit Westrock:
  • Partner with production, shipping, maintenance, and scheduling teams to review product backlog and production performance to identify opportunities to optimize functional efficiencies
  • Review invoicing and A/R communications to proactively identify and resolve discrepancies
  • Balance production workload volume across plants in partnership with Production Planners and leadership when appropriate to support customer needs
  • Report out production status and forecast daily with production leadership and team to ensure customer needs are being met
  • Serve as an escalated point of contact for customer issues by supporting Customer Service Representatives with issue remediation and communication with customers as necessary
  • Participate in projects supporting plant and/or companywide strategic initiatives (e.g. margin enhancement efforts, overall equipment effectiveness efforts) by providing critical customer service expertise and insight to inform decisions and recommendations
  • Continuously communicate with Customer Service Representatives, manufacturing partners, and sales to align on the current state and ensure operational efficiencies are achieved to meet customer needs
  • Provide ongoing coaching and feedback to Customer Service Representatives to enhance their performance and support their career growth and objectives
  • Conduct annual performance reviews to drive enhanced performance and build capability in team of Customer Service Representatives
  • Coach and guide Customer Service Representatives to effectively support customers and resolve customer issues
  • Lead training for customer service representatives on specific topics or best practices to enhance their understanding and performance 
 
 What you need to succeed:
  • High School diploma or G.E.D.
  • Must have 5+ years of customer service-related work experience
  • Previous experience in manufacturing industry is preferred
  • Proven track record of building relationships, customer service, and negotiations
  • Ability to adapt communication and interpersonal style to engage and influence a variety internal and external partners
  • Inspire others to develop themselves and seek out continuous learning opportunities by serving as a coach, role model, and mentor
  • Demonstrate a customer-oriented mindset and ability to operate with customers’ best interests in mind
  • Strong written and verbal communication skills to understand requests and problems, inform on status, and negotiate solutions
  • Ability to simplify and solve simple to complex issues with focus on root cause and quick solution development
  • Demonstrate collaboration and teaming skills across functions to resolve issues and achieve organizational goals

What we offer:
  • Corporate culture based on integrity, respect, accountability, and excellence.
  • Comprehensive training with numerous learning and development opportunities.
  • An attractive salary reflecting skills, competencies, and potential.
  • Benefits package includes medical, dental, vision, life insurance, 401k with match and more
A career with a global packaging company where Sustainability, Safety and Inclusion are business drivers and foundational elements of the daily work. 

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