Customer Service Supervisor

Location Address:

123 Main Street, Atlanta, Georgia 30346

Work Shift:

Salary Exempt (United States of America)The Customer Service Supervisor at Altium Packaging leads the Customer Service Representatives, serving as the liaison between the company and its customers. This position is responsible for managing internal and external escalations, as well as, overseeing order management functions to ensure a seamless customer experience. The Supervisor is tasked with fostering strong relationships with clients and guiding the team in delivering exceptional service and support. This role can sit anywhere in the United States. The first 8-10 weeks will be onsite training at the closest plant to your location. After training, this role will be remote.

Role will include, but is not limited to the following:

Customer Satisfaction:

• Answers customer calls and emails in a professional and courteous manner
• Responds promptly to customer requests and complaints; escalates to CSM as needed
• Informs customer of issue remediation plans
• Responds to emails from CRM and Outlook
• Assists with inside sales and pricing coordinators for existing pricing inquiries
• Assist in new project set up working with PM's and PQM
• Managing customer behavioral changes

Order Management:

• Enters and/or escalates pending DMG requests
• Coordinate with production/planning
• Review Open Order reports with past due orders, validate orders for consistency and accuracy
• Assist finance department with tasks such as, but not limited to, invoice clarification, JDE order clean-up for end of month
• Enters credit order entry (excluding debit order) and audit open credit status', Manage COD customers
• Managing new project set up with QM, PM and Sales
• Set up and maintenance customer contact information in JDE for automatic notifications
• Uses Business Objects- Customer Hot Sheet report to identify late orders
• JDE data entry error support to CS team
• Act as liaison from plant to plant & sales when organizing support loads
• Assist in pushing end of month inventory by notifying CRS and customers

Continuous Improvement:

• Attends weekly calls with CSM and CSRs to discuss issues, learn about and share best practices with CSRs
• Develop and implement detractor strategies relating to NPS and driving participation
• Completely 'weekly updates' for review by CSM
• Ensures customer service 'Cross-Reference' maintenance (list of contacts for backup, carriers, customers, list of bottles etc)
• Create SOP as needed

CRM Tracking:

• Manages customer contact list and customer feedback
• Fields and acknowledges customer quality complaints, and work with operation team to facilitate communications on plant findings and resolution; updates CRM

Capacity Planning

• Creates and updates reports in Business Objects reporting including but not limited to CS Hot Sheet, plant OEE / OTIF, Quality/Service Cases
• Assist CEM's with Tier 1 supply chain challenges
• Pushes end of month inventory by notifying CSR and customers
• Review current capacity plan with sales and update with risks and opportunities.
• Review Final Source Premium Report, as needed

Coaching & Mentoring:

• Provides training to the CSR(s) as members of the customer service team relating but not limited to customer service etiquette, customer communication expectations, Altium best practices, Guiding Principles etc.
• Identify each appropriate backup for CSR(s)
• Discuss career growth and career progression plan
• Approve MIP and bonus
• Time Sheet verification for any hourly employees
• Conduct interviews

• Assist in terminations, completing documents, as needed.

• Reasonable mandatory overtime may be required due to business needs.

Qualifications:

• Associate degree preferred or equivalent experience.
• Five plus years of experience in customer service in a manufacturing environment to include experience with customer relationships.
• Prior JDE experience a plus.
• Ability to partner with external customers to include plant operations.
• Strong problem-solving skills.
• Strong analytical skills with a continuous improvement focus highly preferred
• Ability to manage complex communications with external customers.
• Ability to communicate both written and verbally with all levels of external and internal customers.
• Demonstrated proficient computer skills to include Office 365 (Excel, Word, Power Point) in addition to order management systems.
• Ability to effectively assess situations and make appropriate decisions in a timely manner.
• Ability to focus on fine details.
• Strong problem-solving skills.
• Ability to manage multiple priorities & meet deadlines.
• Strong interpersonal skills.
• Ability to understand inventory and production schedules.

Altium Packaging, Our Culture Differentiates Us

We incorporate our Guiding Principles into all aspects and at all levels of the organization and use them as a framework for decision-making. We believe our Guiding Principles foster a culture of excellence that benefits both employees and customers.

Our Guiding Principles

• Act with Integrity & in Compliance
• Drive Value Creation
• Be Disciplined Entrepreneurs
• Focus on the Customer
• Act with Humility
• Treat others with Dignity and Respect
• Seeking Fulfillment in your Work

We Believe in Rewarding our Most Important Resource – Our People

We show our commitment to Total Rewards by providing a competitive, comprehensive benefits package. In addition to medical, dental and vision plans, company holidays and vacation days, tuition reimbursement, learning and training opportunities, bonus potential, and a 401(k) plan with company contributions, Altium Packaging locations offer rewards and recognition programs and opportunities to make a difference in the community.

EEO Statement

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.

Take your career to the next level at Altium Packaging