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MCC Label · 2 days ago

Customer Service Manager

Knoxville, TN

Full-time

Onsite

Mid, Senior Level

2+ years exp

Multi-Color Corporation is the global leader of premium printed label solutions, helping brands stand out in a competitive marketplace. As the Customer Service Manager, you will lead a high-performing team dedicated to delivering an exceptional customer experience and championing customer relationships.

AdvertisingCommunitiesPackaging ServicesPrinting

Responsibilities

Lead and model customer intimacy, championing the development of customer-focused solutions

Champion the plant(s) relationship with new and existing customers, working with the sales associates to ensure all aspects of service to the customer, such as schedule, quality of product, on-time delivery, and service recovery issues are resolved

Build, develop and manage a high performing customer service team to support the short-term and long-term growth of our customers

Establish, monitor and achieve customer service and shipping and receiving operating metrics, such as on-time delivery, service recovery turnaround and complaints, average response times, NPS, and customer effort

Provide input into capacity rationalization of new and existing business, working with sales, scheduling and division business optimization functions to meet fluctuating customer demands

Manage order entry process from start to finish, including but not limited to order entry system, production estimates, work and shipping/receiving instructions

Manage customer complaints and concerns process with a focus on facilitating issue resolution at the plant and overall communication, internally and to the customer

As appropriate, when assigned through Customer Service, manage and support vendor relationships for the Plant, including freight carriers, print tools, and raw material suppliers

Develop and ensure standardized CSR training methods are followed and onboarding methodology followed. Update on a routine basis, as needed

Manage process to ensure customer billings are accurate, including exceptions and account reconciliation. Manage consolidation of shipping information, including cost management

Model the company values. Conduct oneself in an appropriate, business-like and professional manner, building strong relationships both internally and externally

Support customer pricing function interactively by reviewing capabilities, capacity and estimates

Build strong relationships with the members of the plant management team and contribute to the goals and objectives of the other functional areas represented

Qualification

Customer service managementManufacturing operations knowledgeTechnical printing knowledgeHigh level computer skillsWrittenVerbal communication

Required

A four year college degree; or two to four years related experience and/or training; or equivalent combination of education and experience

Strong knowledge of manufacturing operations, methods and practices

This position requires high level computer skills

Excellent written and verbal communication skills

Prior customer service management experience

Technical printing knowledge helpful

Ability to travel within North America

This position requires the incumbent to drive a motor vehicle, use color vision, hearing, sitting for prolonged periods, speaking and articulating, on a constant basis, stand walk use hands to finger, handle or feel; reach with hands and arms; talk and hear

This position requires the incumbent to stoop, kneel or crouch or and lift/ and or move up to 10 lbs. on an infrequent basis

Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus

The noise level in the work environment is minimal

Benefits

Generous benefits package including medical, dental, vision, disability, life insurance and 401(k)

Paid Holidays: New Years, Memorial Day, Fourth of July, Labor Day, Thanksgiving, Day after Thanksgiving, Christmas Eve, Christmas Day, plus 2 floating Holidays