Client Services Supervisor

1 week ago

Chesapeake, Virginia, United States Multi-Color Corporation MCC Full time

Advance Your Career with a Leading Company

As a premier provider of high-quality labels, Multi-Color Corporation (MCC) empowers brands to excel in competitive landscapes and foster positive consumer interactions. With over a century of printing expertise, MCC is dedicated to future-focused innovations and sustainable packaging solutions. Joining our team means making a significant impact.

In alignment with corporate policies, this role encompasses all aspects of personnel management to deliver MCC's World Class Service model. This necessitates acquiring and applying a comprehensive understanding of our clients and the products we manufacture for them, showcasing analytical reasoning, mastering MCC's business systems, and possessing outstanding communication abilities. The position oversees and directs the department to ensure adherence to established procedures and compliance.

Why Choose MCC:

  • Compensation: $70K - $77K annually
  • Comprehensive benefits package including medical, dental, vision, disability, life insurance, and 401(k)
  • Paid Holidays: New Years, Memorial Day, Fourth of July, Labor Day, Thanksgiving, Day after Thanksgiving, Christmas Eve, Christmas Day, plus 2 floating holidays

Key Responsibilities:

  • Safety: Advocate for all facets of personal and plant safety and maintain cleanliness for the customer service team.
  • Culture: Inspire and exemplify customer engagement, promoting the development of customer-centric solutions.
  • Client Relations: Foster the plant's relationship with both new and existing clients, collaborating with sales associates to ensure all service aspects, including scheduling, product quality, timely delivery, and service recovery issues, are addressed.
  • Team Development: Recruit, cultivate, and lead a high-performing customer service team to support both immediate and long-term customer growth.
  • Service Metrics: Establish, monitor, and achieve customer service and shipping/receiving operational metrics, such as on-time delivery, service recovery turnaround, complaint resolution, average response times, NPS, and customer effort.
  • Capacity Planning: Contribute insights into capacity planning for new and existing business, collaborating with Sales, Scheduling, and Business Optimization teams to meet varying customer demands.
  • Order Management: Oversee the order entry process from initiation to completion, including order entry systems, production estimates, and shipping/receiving instructions.
  • Issue Resolution: Manage the customer complaint and concern process, focusing on facilitating issue resolution at the plant and ensuring effective communication, both internally and externally.
  • Vendor Relations: As assigned through Customer Service, manage and support vendor relationships for the plant, including freight carriers, print tools, and raw material suppliers.
  • Training: Develop and ensure adherence to standardized training methods for Customer Service Representatives and maintain onboarding processes, updating as necessary.
  • Financial Oversight: Provide input for the annual plant sales budget and monthly forecasts. Ensure accuracy in customer billings, including exceptions and account reconciliations. Manage the consolidation of shipping information, focusing on cost management.
  • Values: Exemplify the Company Values. Conduct oneself in a professional manner, fostering strong relationships both internally and externally.
  • New Business Support: Assist in customer pricing functions by reviewing capabilities, capacity, and estimates.
  • Safety Assurance: Ensure the safety of associates and the proper use of equipment.
  • Collaboration: Build strong relationships with plant management team members and contribute to the objectives of other functional areas.

Qualifications:

  • Commitment to delivering exceptional service to clients.
  • Degree in Business or Marketing.
  • 5 - 10 years of proven experience in managing a customer service environment.
  • Demonstrated experience in a fast-paced, revenue-generating manufacturing setting.
  • Maintain a professional appearance at all times.
  • Experience in developing customer service metrics is advantageous.
  • Strong project management capabilities.
  • Ability to design and implement business processes.

Diversity & Inclusion:

MCC promotes an inclusive culture that values and respects the diverse backgrounds and experiences of our team members, enabling everyone to reach their full potential. We strive for our company to reflect the diversity of our customers and the markets we serve. We are committed to equal opportunity for all individuals, regardless of gender identity/expression, age, language, sexual orientation, ability, race, socioeconomic status, national origin, or other characteristics.

#IND2

#LI-TM1

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