Manager, Customer Service (Manufacturing)
The following duties are normal for this position. The incumbent may perform some or all of these duties however; it is not an exclusive or all-inclusive list. Other duties may be assigned.
- Directs staffing, training, and performance management to develop and improve the customer service function
- Serves as subject matter expert on Menasha's products and capabilities to align with customer's products and objectives
- Provides order forecasts and other key requirements to key stakeholders for production planning
- Supports sales in developing business transition requirements
- Assist with planning and preparations for RFQs
- Manages and tracks product inventories, providing direction on aged inventory and reconciling financials
- Manages internal and customer complaints and assures appropriate corrective actions including transactional resolution
- Drives continuous improvement initiatives for customer service process and information flow
- Oversees customer information management system
- Prepares and reviews required business reports
Education & Experience
- Bachelor's degree preferred
- High School Diploma or equivalent required
- Minimum of 6 years of relevant experience required
Knowledge, Skills & Abilities
- Ability to design, implement and execute CRM business processes and associated applications
- Knowledge of and ability to implement effective strategies and activities that promote long-term customer loyalty
- Knowledge of the major responsibilities, accountabilities, and organization of the customer support function or department
- Familiarity with organization's policies, standards and procedures guiding customer interactions
- Knowledge of practices, tools, and techniques for communicating with a customer
- Knowledge of and ability to apply the processes, activities and tools associated with managing customer requests
Physical Requirements & Work Environment
- Primarily works in an office environment with occasional time spent in a production and/or warehouse setting
- Position may be based at Menasha Packaging site or customer location
- Occasional travel required
