Customer Service Team Lead

3 weeks ago

Woodland, Washington, United States Top Quality Recruitment (TQR) Full time

Job Summary

The Customer Service Team Manager will be responsible for driving business development and growth by leading and managing the service team, including account managers, scheduler/purchaser, and pre-press coordinator while supporting the sales and service team, partnering with production, and ensuring service quality and continuous improvements.

Key Responsibilities

  • Support, train, and mentor Senior Account Manager, Account Managers, and Schedulers as needed.
  • Develop and implement service policies, processes, and standards.
  • Set performance goals and create and monitor service metrics and KPI's to ensure a high level of customer satisfaction.
  • Support escalated customer complaints and complex service issues. Create, implement, and support continuous improvements to ensure machine capacity, customer needs, and cost efficiency. Work closely with other departments to ensure a cohesive customer experience. Develop and implement purchasing plans, establish relationships with vendors, and leverage buying power.
  • Stay updated on industry trends and incorporate relevant innovations.
  • Experience with customer service, purchasing, and scheduling in a manufacturing environment.
  • Strong communication, negotiation, and interpersonal skills. Ability to build and maintain relationships. Ability to analyze data and metrics to drive decisions.
  • Proficiency in Microsoft Office Suite and familiarity with CRM and scheduling software. Valid driver's license and driving record in good standing required.

Requirements

  • Previous experience in sales, purchasing/buying, customer service, or a related role preferred.
  • Experience in multi-wall and flexible packaging preferred.

Education and Experience

  • Bachelor's degree in Management or related field preferred.
  • 5+ years customer service experience, scheduling, and purchasing in a manufacturing environment.
  • 3+ years leading/managing a team.

About Top Quality Recruitment (TQR)

Top Quality Recruitment (TQR) connects professionals with leadership opportunities across the Packaging, Food and Beverage, Medical Devices, and Biotechnology industries. With 50+ years of experience, we believe in one-to-one communication and finding the best candidate/employer match possible. TQR is an equal-opportunity employer that encourages diversity. We will consider all applications. Accommodation for applicants with disabilities is available upon request.

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