Customer Service Manager at Sonoco Products Company in Arlington Heights, Illinois

Job Description:

We are looking for an experienced Customer Service Manager to provide excellent customer service and to promote this idea throughout the organization. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.

What you'll be doing:

• Improve customer service experience, create engaged customers and facilitate organic


• growth


• Take ownership of customers issues and follow problems through to resolution


• Set a clear mission and deploy strategies focused towards that mission


• Develop service procedures, policies and standards


• Keep accurate records and document customer service actions and discussions


• Analyze statistics and compile accurate reports and metrics for Division reporting.


• Manage department to reduce A/R outstanding invoices and insure customer receipt of


• invoices.


• Act as quality manager for data entry errors, closing out Corrective actions and finding root


• cause fixes to reduce repeat errors.


• Recruit, mentor and develop customer service representatives and nurture an environment


• where they can excel through encouragement and empowerment


• Keep ahead of industry's developments and apply best practices to areas of improvement


• Control resources and utilize assets to achieve qualitative and quantitative targets


• Adhere to and manage the approved budget


• Maintain an orderly workflow according to priorities

This position is in our Protective Thermosafe Division and is located in Arlington Heights, IL.

We'd love to hear from you if:

• BS degree in Business Administration or related field or equivalent experience


• Proven working experience as a customer service manager or leadership position


• Experience in providing customer service support


• Knowledge of management methods and techniques


• Awareness of industry's latest technology trends and applications


• Ability to think strategically and to lead


• Strong client-facing and communication skills


• Advanced troubleshooting and multi-tasking skills

We are an equal opportunity employer, and we strictly prohibit and do not tolerate discrimination against employees, applicants or any other covered persons because of race, color, religion, national origin or ancestry, sex, pregnancy, sexual orientation, marital status, gender identity or expression, age, disability, genetic information, veteran status, or any legally protected characteristic.