The Opportunity:
The Manager, Customer Service is directly responsible for leading and developing their team(s) while delivering world-class customer service to our internal and external customers. Proactively manage departmental metrics that impact cost (e.g., order accuracy, pricing, customer expectations, on time delivery, communication). Foster a team atmosphere, provide vision, and demonstrate support of the company’s core processes. Ultimately responsible for leading the Customer Service team(s) in a way that promotes strong customer relationships, while partnering with Operations, Sales, and other functions.
How you will impact Smurfit Westrock:
- Ensures assigned staff meets performance and quality goals on a daily basis.
- Identifies, documents and drives departmental metrics including on time deliveries, NCRs, invoice cycles, credit processing, and any other metrics required by the company.
- Ensures staffing is appropriate to meet workload requirements, customer driven and productivity standards.
- Manages employee performance by setting goals and consistently holding them accountable for meeting performance standards.
- Conducts monthly performance reviews and provides direct written feedback to team.
- Ensures direct reports have professional development plans and that those plans are executed in the timeframes specified to meet the needs and goals of the employees.
- Ensures plant level collaboration and participation in the daily production review meetings.
- Represents the collective need of customer service in local plant operations meetings and discussions.
- Leads integration of local customer service into Consumer Packaging customer service organization and ensure new process adherence
- Ensures training is conducted in Safety, GMPs, Quality systems rules and procedures.
- Functions well in a fast-paced environment and manages competing priorities.
- Makes sound operational decisions.
- Understands the functions and capabilities of various departments and uses those resources effectively.
- Analyzes root causes and solves issues quickly and effectively, allowing resolution to be provided to customers.
- Uses data to improve productivity and efficiency.
- Leads, motivates, and inspires individual employees and teams.
- Manages conflict effectively.
- Serves as a change agent.
- Seek ownership of issues and problems, seeing them through to resolution.
- Ensures that team is trained effectively and therefore providing recognition of strong performance.
- Builds collaborative relationships within the organization.
- Escalates issues when necessary.
What you need:
- Bachelor’s degree in business, or related field with at least 7 years of customer service experience, including 5 years of supervisor experience.
- Effective interpersonal communication skills.
- Proven ability to foster teamwork and motivate individual performers.
- Able to partner effectively with others at all levels of the organization.
- Process-oriented.
What we offer:
- Corporate culture is based on integrity, respect, accountability, and excellence.
- Comprehensive training with numerous learning and development opportunities.
- An attractive salary reflecting skills, competencies, and potential.
- Benefits package includes medical, dental, vision, life insurance, 401k with match and more!
- A career with a global packaging company where Sustainability, Safety and Inclusion are business drivers and foundational elements of the daily work.
