Job Title: Customer Service Manager

Department: Customer Service

Reports To: VP of Sales/Marketing

ABOUT THE ROLE:

Come be part of an amazing team! Admiral Packaging, Inc. is a packaging company located in Providence, RI. While we have been in business for 127 years, we currently find ourselves in a phase of rapid change and growth. Ideal candidates will want to work in an environment that is fast paced, challenging and fun!

SUMMARY:

The Customer Service Manager oversees the customer service department including all activities, personnel, and processes, including order entry; order/shipment status; complaint and credit processing; customer information maintenance and all aspects of providing excellent customer service to our customers.

DUTIES AND RESPONSIBILITIES:

Manages, directs, and supports Customer Service Representatives. Evaluates performance and all customer service duties in line with company strategies to achieve customer satisfaction.
Directs Customer Service activities and sets team and individual performance goals.
Analyzes data to identify, propose, and implement needed improvements.
Responsible for training Customer Service Representatives in customer relations techniques, order processing procedures, and software systems.
Manages workload in Customer Service Department to provide excellent response to customer orders, questions, and complaints.
Collaborate with cross-functional teams to resolve customer issues promptly.
Provide support administration to company website and social media accounts.

KNOWLEDGE, SKILLS, AND ABILITIES:

Excellent interpersonal and communication skills, both written and verbal.
Thorough understanding of customer service protocols.
Excellent organizational skills and attention to detail.
Strong analytical and problem-solving skills.
Strong supervisory and leadership skills.
Proficient in learning new software applications.

EDUCATION AND EXPERIENCE:

Associate or bachelor’s degree in business administration, Sales, Marketing or related discipline, preferred.
2+ years of experience as a Customer Service Manager, preferred.
2+ years of supervisory experience, required.
Knowledge of Microsoft Office, Dynamics, and SharePoint a plus.

SALARY

$80,000-$115,000 commensurate with experience.

Admiral Packaging, Inc.

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Admiral Packaging, Inc. | Customer Service Manager