Location Address:
600 Vista Drive, Sparta, Tennessee 38583Work Shift:
Salary Exempt (United States of America)The Customer Service Manager will lead and develop a team of customer service representatives, ensuring exceptional service delivery to our customers. This role is pivotal in maintaining customer satisfaction, managing client relationships – internal and external, and driving process improvements within the department.Key Responsibilities:
Team Leadership:
o Lead, mentor, and manage a team of customer service representatives, fostering a positive and productive work environment.
o Conduct regular performance evaluations and provide constructive feedback to team members.
o Develop and implement training programs to enhance team skills and knowledge.
Customer Relationship Management:
o Serve as the primary point of contact for key clients, ensuring their needs and expectations are met.
o Address and resolve escalated customer issues and complaints promptly and effectively.
o Build and maintain strong, long-lasting client relationships.
o Drive customer-focused production schedules by developing a strong relationship with Operations.
Process Improvement:
o Analyze customer service processes and identify areas for improvement.
o Develop and implement strategies to enhance efficiency and customer satisfaction.
o Collaborate with other departments to streamline workflows and improve service delivery.
Reporting and Analysis:
o Monitor and analyze customer service metrics and reports to identify trends and areas for improvement.
o Prepare and present regular performance reports to senior management.
Industry Knowledge:
o Stay updated on industry trends and developments in the plastics industry.
o Apply industry knowledge to better serve clients and improve service offerings.
Job Knowledge, Skills and Abilities
• Strong leadership skills with experience in managing and developing teams.
• Proficiency in customer service software and Microsoft Office Suite.
• Proven experience in budget management and cost control.
• Excellent problem-solving and decision-making skills.
• Ability to manage multiple projects and priorities in a fast-paced environment.
• Facilities management software and Microsoft Office Suite knowledge is a plus.
• Excellent communication skills, both verbal and written.
• Above average and proven ability to effectively collaborate across departments.
• Customer-focused mindset.
• Ability to think strategically.
Education/Experience
• Bachelor’s degree in business administration, Management, or a related field a plus.
• Minimum of 5 years of experience in customer service with at least 3 years in managerial role.
• Experience in the plastics industry or a related manufacturing field is highly preferred.
Work Environment
While performing the duties of this job, the employee is frequently exposed to fumes or airborne particles, moving mechanical parts and vibration. The noise level in the work environment and job site can be loud. Employee could be exposed to seasonal weather conditions if required to go outdoors. Proper use of PPE is required in Production area at all times.
Altium Packaging, Our Culture Differentiates Us!
We incorporate our Guiding Principles into all aspects and at all levels of the organization and use them as a framework for decision-making. We believe our Guiding Principles foster a culture of excellence that benefits both employees and customers.
Our Guiding Principles
We Believe in Rewarding our Most Important Resource – Our People!
We show our commitment to Total Rewards by providing a competitive, comprehensive benefits package. In addition to medical, dental and vision plans, company holidays and vacation days, tuition reimbursement, learning and training opportunities, bonus potential, and a 401(k) plan with company contributions, Altium Packaging locations offer rewards and recognition programs and opportunities to make a difference in the community.
Manager, Customer Service • Atlanta, Georgia
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