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  • Moorestown, NJ 08057

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Customer Service Manager

Essentra • Moorestown, NJ

Posted 21 days ago

Job Snapshot

Full-Time
Other Great Industries
Customer Service

Job Description

Job Title: Customer Service Manager 

Country: United States of America
Region: New Jersey
City: Moorestown
Address:
Health and Personal Care Packaging, 1224 N. Church St, Moorestown, New Jersey, 08057

 


 

Job Description

Responsible for the processes and systems related to the servicing of our customers, directing the delivery administrative and operational assistance designed to promote revenue growth, productivity, and exceptional levels of customer satisfaction.  Provides team members with the appropriate training, tools, direction and motivation that enable their success. Executes the company strategy and acts according to the company values.

 

Responsibilities Include:

  • Develops and implements procedures pertinent to the effective and efficient operation of the Customer Service Department.
  • Maintains in-depth working knowledge of company systems and processes.
  • Sets performance standards to meet service goals of the company.
  • Designs and reports individual and departmental performance metrics for continuous improvement. Coaches team in order to achieve high performance.
  • Conducts regular on time performance appraisals for all team members.
  • Develops goals, action plans, and time tables for direct reports.
  • Monitor team order entry, confirmation and response to customer inquiries, including management of delivery dates to assure the team is meeting expectations
    • (within 24-48 hrs. of receipt)
  • Define order priorities and schedule changes with planner, scheduler, and operation teams
  • Facilitate daily schedule meeting, making sure all CSRs receive any updated information on current orders
  • Verify proper filing and record keeping on order, artwork, specifications and other customer provided documentation
  • Assure the team communicates effectively internally on new customer designs, artwork, launches and new structures, including coordinating meetings with pre-press, estimating, quality, planning and operations (new business reviews).
  • Maintain customer requirements and data in ERP systems, such as delivery and payment terms
  • Monitor team data entry in manufacturing site ERP systems, verify for accuracy
  • Educate the customer service team on prompt and proper communication; monitor for compliance
  • Escalate issues impacting customer satisfaction to site and commercial management teams
  • Communicate with other Essentra sites to assure we are meeting customer requested delivery date and agreed upon lead-times
  • Assist with transfer of orders to other sites for level loading or service demands
  • Track and maintain inventory data for VMI clients
  • Work with Estimating to make sure that customer price lists are current and maintained on company assigned depository
  • Prepare team and department for and assist with on-site quality audits
  • Liaise quality issues to quality and operation management teams
  • Support resolution of accounts receivable and aged inventory
  • Generate monthly team metrics and service performance indicators; report to commercial and operation teams as required
  • Provide customer provided sales forecasts to planning, scheduling, and operation teams
  • Evaluate team performance, ensure the Customer Service Representatives are clear on their roles and responsibilities and performing accordingly; educate, lead, and develop strong team members and provide tools to maintain customer satisfaction
  • Identify opportunities for process improvements to enhance customer satisfaction and/or departmental efficiency
  • Facilitate/lead kaizen workshops to promote continuous improvement
  • Participate in the Daily Manger meeting, updating the OTIF numbers

Job Requirements

Education/Experience:  

  • Bachelor’s degree required.
  • 5 years of customer service management in a manufacturing environment with multiple product lines. Pharmaceutical printing/folding industry experience preferred         

Knowledge/Skills Requirements:

  • Customer focused – proven ability to provide consistent high quality support.
  • Demonstrated ability to lead people and get results through others.
  • Well developed coaching and counseling skills.
  • Must demonstrate good judgment with the ability to make quick, sound decisions.
  • Excellent written, verbal, and listening skills.
  • A creative thinker with strong problem solving skills.
  • Requires good organization and record keeping skills.
  • Strong time management skills are necessary with the ability to manage multiple priorities.
  • Familiarity with Microsoft office software required.

 

Job Requirements

Education/Experience:  

  • Bachelor’s degree required.
  • 5 years of customer service management in a manufacturing environment with multiple product lines. Pharmaceutical printing/folding industry experience preferred         

Knowledge/Skills Requirements:

  • Customer focused – proven ability to provide consistent high quality support.
  • Demonstrated ability to lead people and get results through others.
  • Well developed coaching and counseling skills.
  • Must demonstrate good judgment with the ability to make quick, sound decisions.
  • Excellent written, verbal, and listening skills.
  • A creative thinker with strong problem solving skills.
  • Requires good organization and record keeping skills.
  • Strong time management skills are necessary with the ability to manage multiple priorities.
  • Familiarity with Microsoft office software required.
Job ID: 4066/881/4115
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