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Mondi Group · 1 day ago

Customer Service Manager

Clinton, PA

Full-time

Onsite

Mid, Senior Level

$85K/yr - $105K/yr

3+ years exp

Mondi Group is a global leader in packaging and paper, dedicated to sustainability and innovation. The Customer Service Manager will lead a team of customer service representatives, ensuring efficient workflows, high service levels, and customer satisfaction while managing customer relationships and addressing complaints.

EducationIndustrialManufacturingPackaging Services

Responsibilities

Lead, manage and coach the customer service team; focus on individual and team development

Train team members on available reports and tools, and ensure backup coverage is in place within the department as well as for logistics and production planning

Ensures that project/department milestones/goals are met and adhering to approved budgets

Ability to self-direct activities, prioritize tasks and meet deadlines

Demonstrated ability to implement creative solutions while working under pressure

Establish and maintain excellent customer relationships together with sales and other departments (e.g., regular meetings, visits)

Evaluate improvement potentials on customer level (e.g., response time, service level, lead time) and align with other department on actions to leverage improvement potentials taking also costs and production efficiency into consideration

Act as the primary liaison for customers, managing daily needs, order intake, and ensuring agreed customer pricing

Manage stock levels and aged material through reporting, FIFO process, and coordination with production planning and creation of demand after consultation with customers

Review customer forecasts and analyze open orders for significant changes; provide analysis to internal departments to dictate purchasing needs, technical support requirements, and production scheduling

Ability to collaborate and communicate with all levels of employees and management

Evaluate together with sales and other departments new business opportunities

Align trial and commercial volume ramp up with customers and sales executives

Handle customer complaints and claims in cooperation with Quality department

Make sure ISO standards are successfully implemented in the department (e.g., SOP)

Qualification

CRM software experiencePeople management experienceCustomer service experienceSAP software experienceProblem-solving aptitudeMicrosoft Office proficiencyCustomer relationship managementOrganizational abilitiesTeam collaboration