Customer support manager serp_jobs.h1.location_city

Customer Service Manager (CSM)

Pratt Industries is an industry leader in sustainable packaging from pizza boxes to the packaging that was delivered to your doorstep from your favorite online retailer we create our solutions from recycled content and eliminate waste in landfills.

Key Responsibilities :

• Team Leadership :
• Directly oversee training, development and support of the customer service team, fostering a high-performing culture dedicated to customer satisfaction.
• Customer Account Management :
• Oversee all customer accounts, assisting as needed to maintain strong relationships and deliver streamline resolution to customer concerns.
• Ensure timely and accurate order processing by verifying customer specifications, order date and pricing.
• Cross-Functional Collaboration :
• Actively assist production, shipping, design and quality to evaluate and identify opportunities for process improvement.
• Engage in daily cross-functional meetings to monitor plant status, resolve production challenges and address any potential customer issues.
• Operational Oversight :
• Assist and collaborate as needed with schedule, shipping and production to ensure machine scheduling efficiency and monthly on-time delivery budget goals.
• Manage and optimize inventory tracking across all warehoused customers to mitigate overage inventory and certify accurate order replenishment.
• Proactive Issue Resolution :
• Address and resolve escalated customer issues as presented by customer service team, production and shipping.
• Track order and production activity, communicating any concerns or delays with plant leadership to devise and implement effective solutions.
• Strategic Contributions :
• Participate in monthly and annual reviews, providing customer service insight to enhance market share, margin and optimal operational output.
• Support continuous improvement efforts by identifying and implementing best practices within the customer service department.

Education and / or Experience :

Language Skills :

Strong communication skills. Ability to read and interpret documents such as business and performance reports, operating and maintenance instructions and procedure manuals. Ability to write business reports and correspondence. Ability to speak effectively before groups of customers, the general public, managers, and other employees of the organization.

Mathematical Skills :

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, and volume. Ability to compute rates and ratios. Ability to generate and interpret graphical representations.

Reasoning Ability :

Ability to solve a variety of problems and deal with a variety of situations where only limited information or standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Technical Skills :

Proficient in Microsoft Suite and Google Suite. System experience (e.g. AS / 400, HRMS, Amtech). Quality standards both ISO and QS

Physical Demands :

Employee is regularly required to walk and talk and hear, stand, and sit. Vision requirements include : close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment :

Primarily operators indoors within a climate-controlled environment. Frequently performs tasks in a sedentary position, requiring prolonged periods of sitting or remaining stationary. Occasionally engages in activates requiring standing or walking for 1-2 hours at a time. Work area may involve exposure to elevated noise levels; adherence to all safety protocols and regulation is mandatory.

Leadership Attributes :

Performance Measurements :