Senior Customer Service Manager at BWAY in Addison, Illinois

Posted in Other 23 days ago.





Job Description:

Plant Name: Addison NCG

Requisition ID:004580--Recon

Position Summary:

The Senior Customer Service Manager (SCSM) is responsible to lead the regional Customer Service groups through hands on participation in the development and execution of strategy, tactics, policies, procedures and other related topics. Improve the Customer Service quality results through studying, evaluating and redesigning processes, establishing and communicating service metrics, monitoring and analyzing results, and implementing changes. Lead coordination with manufacturing and supply chain to meet customer expectations and create supply plans that ensure availability of materials and products.

Responsibilities :
  • Oversee and maintain Chicago area customer service operations including its staff and statistics
  • Standardize policies and procedures including order management, complaint and credit handling, key metrics, key customer programs and value-added services
  • Provide guidance and direction to direct reports, including setting performance standards, monitoring performance, identifying development needs, coaching, mentoring and helping improve their knowledge or skills
  • Develop procedures for coordination of customer service with other functional areas, such as sales, marketing, finance, production and/or quality
  • Monitor business and process metrics to measure and manage customer service effectiveness
  • Identify and develop strategies to increase the quality and efficiency of support to customers
  • Liaise with company leaders to support and implement improvement strategies
  • Performs other duties as assigned


Job Requirements
Requirements:
  • 5+ years of Customer Service managerial experience
  • High attention to detail and organization skills
  • Must be willing to juggle many things at once and prioritize effectively
  • Bachelor's Degree required
  • Strong customer service advocacy and problem solving skills
  • Demonstrated proficiency in Microsoft Office applications (Excel, Word), Outlook, Internet
  • Familiarity with sales concepts, practices and procedures in a dynamic manufacturing environment
  • Ability to perform basic quantitative skills required
  • Ability to work with all areas of the business including plant and sales personnel
  • Professional verbal and written communication

EOE