Customer Service Manager

Customer Service Manager

As a Customer Service Manager (CSM), you will define the strategy and business plan for front end operations, manage and lead customer service teams, and support strategic initiatives for the plant and the company. As a CSM, you will partner with production, shipping, executive management, and customers to achieve optimal customer satisfaction.

Partner with production, shipping, maintenance, and scheduling teams to review product backlog and production performance to identify opportunities to optimize functional efficiencies

Review invoicing and A / R communications to proactively identify and resolve discrepancies

Balance production workload volume across plants in partnership with Production Planners and leadership when appropriate to support customer needs

Report out production status and forecast daily with production leadership and team to ensure customer needs are being met

Serve as an escalated point of contact for customer issues by supporting Customer Service Representatives with issue remediation and communication with customers as necessary

Participate in projects supporting plant and / or companywide strategic initiatives (e.g. margin enhancement efforts, overall equipment effectiveness efforts) by providing critical customer service expertise and insight to inform decisions and recommendations

Continuously communicate with Customer Service Representatives, manufacturing partners, and sales to align on the current state and ensure operational efficiencies are achieved to meet customer needs

Provide ongoing coaching and feedback to Customer Service Representatives to enhance their performance and support their career growth and objectives

Conduct annual performance reviews to drive enhanced performance and build capability in team of Customer Service Representatives

Coach and guide Customer Service Representatives to effectively support customers and resolve customer issues

Lead training for customer service representatives on specific topics or best practices to enhance their understanding and performance

Bachelors degree from a four-year college or university or equivalent work experience

Must have 5+ years of customer service-related work experience

Previous experience in manufacturing industry is highly preferred

Proven track record of building relationships, customer service, and negotiations

Experience with process improvement / lean management

Ability to adapt communication and interpersonal style to engage and influence a variety internal and external partners

Inspire others to develop themselves and seek out continuous learning opportunities by serving as a coach, role model, and mentor

Demonstrate a customer-oriented mindset and ability to operate with customers best interests in mind

Strong written and verbal communication skills to understand requests and problems, inform on status, and negotiate solutions

Ability to simplify and solve simple to complex issues with focus on root cause and quick solution development

Demonstrate collaboration and teaming skills across functions to resolve issues and achieve organizational goals

Corporate culture based on integrity, respect, accountability and excellence

Comprehensive training with numerous learning and development opportunities

An attractive salary reflecting skills, competencies and potential

A career with a global packaging company where Sustainability, Safety and Inclusion are business drivers and foundational elements of the daily work

Smurfit Westrock (NYSE : SW) is a global leader in sustainable paper and packaging solutions. We are materials scientists, packaging designers, mechanical engineers and manufacturing experts with a shared purpose : Innovate Boldly. Package Sustainably. Guided by our values of safety, loyalty, integrity, and respect, we use leading science and technology to move fiber-based packaging forward.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law.