Customer Service Manager

North Branch, NJ 08876

Posted: 02/04/2020 Industry: Clerical Job Number: 9428 Pay Rate: $70,000 - $80,000/yr.

Job Description


SUMMARY

This position is responsible for managing, executing and administrating the strategy and operations for the Industrial Customer Service team. Additionally, this position is responsible for driving efficient practices to optimize and streamline processes and monitor and measure activities to ensure customer service levels are meeting business unit objectives.



RESPONSIBILITIES

  • Provide leadership, coaching, support and training to develop customer service personnel, both onsite and remote, to ensure the execution of business objectives.



  • Assist in setting annual goals to achieve departmental and functional goals that are aligned with business partner objectives.



  • Manage customer service activities to ensure execution of business unit and/or customer specific service levels and department needs.



  • Maintain metrics and reporting to ensure consistent performance attainment



  • Liaise between Customer Service, internal Business Units and external customers, regarding, operational and strategic analytical processing, service, and reporting requirements.



  • Implement programs and procedures governing the manner in which customer service activities will be conducted.





QUALIFICATIONS

  • 5+ years of supervisory experience in customer relationship management.



  • Knowledge of manufacturing processes required. Experience in the packaging industry highly preferred.



  • Excellent Interpersonal and relationship management skills, along with ability to communicate effectively with individuals at all levels.



  • Working knowledge of SAP or similar ERP System required.


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