Customer Service Manager

Job Title: Customer Service ManagerClassification: Salaried-ExemptReports To: Director of Customer ServiceDepartment: Customer ServiceSummary of JobThe Visalia Customer Service Manager will plan, co-ordinate and lead the activities of the customer service team to retain and enhance customer relationships. He or she will work closely with Sales and Operation Managers to create a customer centric environment that drives customer satisfaction and supports business growth objectives. The Visalia Customer Service Manager is responsible for providing support to all customers within the region and will be based in the Visala, CA Pregis location.Essential Functions and Responsibilities LeadershipSet the tone for customer service team’s culture, with emphasis on Safety, Quality, Profitability, and Customer-Focus.Recruit, mentor and develop customer service team members by creating an environment where they can excel through encouragement and empowermentDrive team to meet Key Performance Indicator targets. Review existing company report and develop reports as needed to drive and track team performance.Co-ordinate and manage customer service projects and initiativesEnsure AOP budget spend requirements are metParticipate in monthly Visalia Business Team meetings and drive company business initiatives related to Customer ServicePlan, prioritize and delegate tasks according to top prioritiesSafetyDrive a culture of safety within the customer service team and champion all Pregis safety initiativesEnsure a safe environment for customers visiting the plantQualityManage/review/track customer complaints and ensure they are resolved in a timely mannerParticipate in and lead kaizen events related to customer service and quality issues; drive corrective actionsIdentify and implement strategies to improve quality of service, productivity and profitability. Adopt and share best practices with other Customer Service managers.Customer FocusDevelop, Implement and maintain service procedures, policies and standardsReview and maintain accurate customer records and documentsHandle complex and escalated customer service issues to ensure timely resolution and effective communication with customersVisit customers as needed to maintain existing business and support business growthAct as in-house contact for Visalia Sales Managers, RTU Specialists, Systems Specialists, and Account Managers to foster effective teamwork with Customer ServiceLiaise with company management to support and implement growth strategiesCollaborate with production and shipping teams to balance customer demand against capacity and supply; ensure decisions are made with the customers’ best interest in mindOther duties as assignedCompetency (Knowledge, skills, and abilities)Ability to think strategically and lead large service center (6 or more CSR’s).Advanced multitasking and trouble shooting skillsExcellent knowledge of customer service principles and practicesSolid experience with customer service software, database and CRM tools.Excellent computer skills including MS Office; ability to manage and analyze large data sets and build customer trend models in MS Excel.EnvironmentMainly office settingThe position environment may vary and require a combination of outside work and inside workBased on the plant and time of the year, there could be varying degrees of high heat and cold weatherModerate humidity levelsModerate noise levelsPhysical CharacteristicsRequired to stand, walk and sit; talk and hear, both in person and by telephone; use hands to finger, handle or feel objects or controls; reach with hands and armsRegularly required to stoop, kneel, bend, crouch and lift up to 25 poundsFrequent typing, keyboarding, and repetitive use of hands, wrists, and fingersWillingness to wear appropriate personal protective equipment, including hearing protectionPosition TypeFull time requiring onsite presenceHours vary based on operational needsPotential requirement to work outside of normal working hoursApproximately 10% travelEducation and ExperienceBS in Business Administration or related field (preferred)5 years of customer service management experience in a manufacturing business, working with multiple product/service categories.CompensationThe 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 annual base pay range for this role is estimated to be $90,000 to $110,000. This position also includes a bonus opportunity as part of Pregis' total compensation package.Affirmative Action/EEO Statement/InclusionWe 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. We support inclusion and believe in welcoming a collective sum of individual differences, thoughts, traits, and characteristics to represent Pregis’ culture and achievements.Visit us at www.pregis.com for more information about Pregis LLC