Customer Service Manager

5 days ago

Lake Forest, California, United States Pactiv Evergreen Full time
OverviewPactiv Evergreen Inc. (NASDAQ: PTVE) is a leading manufacturer and distributor of fresh foodservice and food merchandising products and fresh beverage cartons in North America and certain international markets. It supplies its products to a broad and diversified mix of companies, including full service restaurants and quick service restaurants, foodservice distributors, supermarkets, grocery and healthy eating retailers, other food stores, food and beverage producers, food packers and food processors. To learn more about the company, please go to the company

Customer Service Manager is responsible for overseeing the customer service supervisors, ensuring that customers receive timely and effective service. The role involves managing customer service teams, maintaining high service standards, resolving complex customer issues, maintaining policies and procedures and driving improvements in processes to enhance the overall customer experience.Key Responsibilities:
• Lead, mentor, and develop skillsets of both Customer Service Supervisors and Customer Service Coordinators
• Help set performance goals, monitor performance metrics, and provide feedback to Supervisors to ensure team members meet service standards.
• Develop and implement strategies to improve response times and problem-solving capabilities.
• Analyze customer service data to identify trends, pain points, and opportunities for improvement.
• Implement, maintain and monitor policies and procedures to streamline processes and enhance service efficiency.
• Lead internal and external audit requirements
• Ensure master data (customer and item) processes are optimized
• Provide ongoing development for customer service team members. Stay up to date with best practices, customer service technologies, and tools to continuously improve team capabilities.
• Help generate reports on customer service performance, including key metrics like response time, resolution time.
• Provide regular updates to Director on the status of customer service initiatives and performance.
• Coordinate with other departments to resolve customer issues that require input or actions from multiple teams.
• Advocate for the customer's perspective in decision-making processes to ensure customer-centric approaches across the business.
• Customer Collaboration - Attend customer calls, provide solutions for customers, handle escalated customer inquiries, concerns, and complaints.
• Work with other departments (e.g., supply chain planning, sales, logistics, warehouse) to improve the overall customer experienceQualificationsSkills:
• Leadership Skills: Ability to manage, motivate, and develop a diverse team.
• Problem-Solving Abilities: Strong critical thinking skills to address complex customer issues.
• Communication Skills: Excellent written and verbal communication to interact effectively with customers, team members, and stakeholders.
• Organizational Skills: Strong multitasking abilities to manage multiple priorities.
• Customer-Focused Mindset: A passion for delivering excellent service and a commitment to enhancing customer satisfaction.
• Experience: Typically, a background in customer service or related fields with previous managerial experienceTechnical Skills:
• SAP, BW, Tableau, Microsoft Tools, ForeKites, iTrade, CRM, WinshuttleQualifications:
• 3+ years of leadership experience, ideally in Customer Service, Supply Chain.Education:
• BA/BS preferred in business or 5+ years of customer service and/or sales support or related field with a proven track record of success in lieu of degreePactiv Evergreen is required by laws in many locations to include a reasonable estimate of the compensation range for this role. The compensation range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. At Pactiv Evergreen, it is not typical for an individual to be hired at the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $95,000 - $158,400.Pactiv Evergreen is committed to a diverse and inclusive workforce. Pactiv Evergreen is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, sex (including pregnancy), sexual orientation, religion, creed, age national origin, physical or mental disability, genetic information, gender identity and/or expression, marital status, veteran status or other characteristics or statuses protected by law. For individuals with disabilities who would like to request an accommodation, please call ([redacted] or email TalentHelp[redacted]All information will be kept confidential according to EEO guidelines and applicable laws.

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