Central Region Customer Service Director
3 weeks ago
We're seeking a highly skilled and experienced Customer Service Manager to lead our Central Region team. As a key member of our organization, you will be responsible for planning, coordinating, and leading the activities of the customer service team to retain and enhance customer relationships.
Key Responsibilities- Leadership: Set the tone for customer service team culture, emphasizing Safety, Quality, Profitability, and Customer-Focus.
- Team Development: Recruit, mentor, and develop customer service team members, creating an environment where they can excel through encouragement and empowerment.
- Performance Management: Drive team to meet Key Performance Indicator targets, reviewing existing company reports and developing reports as needed to drive and track team performance.
- Project Management: Co-ordinate and manage customer service projects and initiatives, ensuring AOP budget spend requirements are met.
- Collaboration: Participate in monthly Regional Business Team meetings, driving company business initiatives related to Customer Service, and plan, prioritize, and delegate tasks according to top priorities.
- Safety: Drive a culture of safety within the customer service team, championing all Pregis safety initiatives, and ensuring a safe environment for customers visiting the plant.
- Quality: Manage/review/track customer complaints, ensuring timely resolution, and participate in and lead kaizen events related to customer service and quality issues, driving corrective actions.
- Customer Focus: Develop, implement, and maintain service procedures, policies, and standards, reviewing and maintaining accurate customer records and documents, handling complex and escalated customer service issues, and visiting customers as needed to maintain existing business and support business growth.
- Leadership: Ability to think strategically and lead large service centers (6 or more CSR's).
- Technical Skills: Advanced multitasking and trouble-shooting skills, excellent knowledge of customer service principles and practices, solid experience with customer service software, database, and CRM tools, and excellent computer skills, including MS Office, with the ability to manage and analyze large data sets and build customer trend models in MS Excel.
- Education: BS in Business Administration or related field (preferred).
- Experience: 5 years of customer service management experience in a manufacturing business, working with multiple product/service categories.
The listed annualized base pay range is primarily based on analysis of similar positions. Actual base pay could vary and may be above or below the listed range based on factors including but not limited to performance, proficiency, and demonstration of competencies required for the role. The base pay is just one component of Pregis's total compensation package, which includes a competitive benefits package and may also include bonuses and other on-the-spot recognition.
About PregisPregis is a leading provider of innovative packaging solutions, committed to providing our customers and employees with sustainable growth through purpose-driven innovation and customer-centric packaging solutions. We strive to foster an inclusive environment where behaviors and social norms ensure people are welcome.
We offer equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
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