Customer Service Director

3 weeks ago


Richmond, Virginia, United States Westrock Full time
{"title": "Customer Service Manager", "description": "Job Summary

We are seeking a highly skilled Customer Service Manager to lead our front-end operations, manage customer service teams, and support strategic initiatives for our plant and company. As a key member of our team, you will partner with production, shipping, executive management, and customers to achieve optimal customer satisfaction.

Key Responsibilities
  • Develop and implement strategies to optimize functional efficiencies and improve customer satisfaction.
  • Manage and lead customer service teams to ensure excellent service delivery and customer experience.
  • Partner with production, shipping, and maintenance teams to review product backlog and production performance.
  • 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.
  • Report out production status and forecast daily with production leadership and team.
  • Serve as an escalated point of contact for customer issues and support Customer Service Representatives with issue remediation.
  • Participate in projects supporting plant and/or companywide strategic initiatives.
  • Communicate with Customer Service Representatives, manufacturing partners, and sales to align on the current state and ensure operational efficiencies.
  • Provide ongoing coaching and feedback to Customer Service Representatives to enhance their performance.
Requirements
  • High School diploma or G.E.D.
  • 5+ years of customer service-related work experience.
  • Previous experience in manufacturing industry with Corrugated and Packing Sales.
  • Proven track record of building relationships, customer service, and negotiations.
  • Ability to adapt communication and interpersonal style to engage and influence internal and external partners.
  • Inspire others to develop themselves and seek out continuous learning opportunities.
  • Demonstrate a customer-oriented mindset and ability to operate with customers' best interests in mind.
  • Strong written and verbal communication skills.
  • Ability to simplify and solve simple to complex issues.
  • Demonstrate collaboration and teaming skills across functions.
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.
About Us

A career with a global packaging company where Sustainability, Safety, and Inclusion are business drivers and foundational elements of the daily work.

", "lang_code": "en"}

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