Customer Service Manager

Purpose

Build and Lead a Customer Service Team servicing multiple Blue Polymers manufacturing locations to meet customer and internal stakeholder requirements.  This position will partner with site Leadership to ensure customer orders are processed in a timely manner, order fulfillment is executed per customer requirements, drive customer satisfaction, revenue recognition is accurate and working closely with Production, warehousing, and logistics teams to achieve exceptional on time delivery results. 

This role will plan, organize, execute, direct, manage, and evaluate daily customer service functions by providing leadership to all direct reports, to exceed internal and external customers' expectations.

Areas of Responsibility / Tasks

Performance must reflect appropriate level of expertise and achievement of the desired results for the items listed below .   

1. General Policy

1. Ensure all customer service activities support and strengthen the strategic objectives of the overall organization.
2. Resolve customer issues and ensure effective long-term problem resolution.
3. Develop and implement customer service policies, procedures, and Best Practices to enhance efficiency and customer satisfaction.
4. Develop and measure key performance indicators to determine and continuously improve the effectiveness of all customer service and scheduling activities.
5. Train and manage of all CSR's while implementing Best Practices, employee motivation, personnel issues, and vacation scheduling.
6. Manage all stocked item material replenishments to customer distribution centers, direct orders to customer locations, and maintain optimal internal inventory levels of finished goods.
7. Collaborate with other departments to drive continuous improvement in product quality and service delivery.
8. Communicate with supplier and sales representatives the material availability and lead times.
9. Manage inventory positions in cooperation with product managers, procurement, and external customers.
10. Prepare and communicate updates and maintenance of pricing schedules.
11. Oversee the review of production schedules and production orders with the operations Leadership and assist with making decisions concerning finished good inventory requirements.
12. Maintain knowledge of Product nomenclatures, machine capabilities, rate expectations, Production Policies and Procedures, and philosophies of Lean Manufacturing.
13. Support and train staff with "Best Practices" on maintaining required inventory levels to meet and exceed customer expectations.
14. Provide customer service team members with guidance in handling difficult or complex issues or problems so they can be resolved effectively and efficiently.
15. Interview, select, coach, train, instruct, manage, and appraise the performance of associated customer service members and mentor all staff.
16. Follow all Quality, Safety and Environmental Procedures.
17. Apply the Blue Polymers Code of Conduct and 7S for Success Standards to the work areas and all tasks.
18. Other duties as assigned by the VP of Operations.

Minimum Qualifications/ Education / Experience / Certifications

1. Education:

1. BS or BA degree in Business Administration or like field of study.

1. Experience:

1. Possesses excellent interpersonal and problem-solving skills. 
2. The skills to negotiate, persuade, supervise, actively listen, analytically think, and to manage department's personnel and resources effectively. (i.e., can include large and diverse teams both on and offsite).
3. Must be proficient in Microsoft Excel, Word, and Adobe file creation.
4. DETAIL ORIENTED- you must notice when something is different or incorrect & to do something about it.
5. Self-Starter & Finisher.
6. Constant improvement mindset and highly capable of multi-tasking.
7. Lean Mindset – Strive to simplify and improve all areas of responsibility.
8. 2-4 years related business experience.
9. 3+ years of previous experience in inventory or scheduling background preferred.
10. Prior experience in manufacturing regulatory setting ideal.

Competencies; Knowledge, Skills, Abilities (KSA)

To perform this role successfully, an individual must have experience achieving desired result(s) in their areas of responsibility. The requirements listed below are representative of observable behaviors and essential knowledge, skill, and abilities required of a successful incumbent within our culture

1. Must be comfortable working in a shared space, with constant noise, with/or without the use of a private office.
2. Must be comfortable working in a non-climate-controlled environment.
3. Schedules may vary from week to week based on business demands in excess of 40 hours with or without notice.
4. All injuries regardless of severity must be reported to your Supervisor/HR immediately.

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