Customer Service Manager

📍 York PA - York, PA 17402

Description

York Container, an Atlantic Packaging Company, is an industry leader in the manufacture of performance-based brown box, multi-color display-ready and e-commerce corrugated packaging to some of the most well-known names in the consumer products in the world. We are in search of a highly-motivated, self-driven CUSTOMER SERVICE MANAGER to join our successful teams!

• HEALTHCARE BENEFITS START AT 30 DAYS
• PTO/PSTO ACCRUAL UPON HIRE DATE
• PROFIT SHARING & GAIN SHARING OPPORTUNITIES
• COMPANY-PAID BENEFITS SUCH AS BASIC LIFE AND
• SHORT TERM DISABILITY
• 401K WITH COMPANY MATCH
• EDUCATIONAL ASSISTANCE

Job Summary:

Perform all management and leadership responsibilities associated with Customer Service Department. Responsibilities include hiring, monitoring, coaching, appraising, rewarding, disciplining and addressing complaints and resolving issues of the Project Coordinators, Sr. Project Coordinators and CS/QA Support Specialist.

Essential Job Functions:

• Supervises Customer Service Department which includes Project Coordinators, Sr. Project Coordinators and CS/QA Support Specialist.
• Act as a liaison between Sales, Design, Scheduling, Production and Logistics.
• Attend daily production/shipping meetings to ensure on-time delivery.
• Gather information for customers, tracking customer purchase patterns,
• Work with internal departments to improve processes and resolve issues.
• Manages customer’s inventory and over-run finished goods.
• Keep Director of Sales informed of issues and situations that may affect the performance of sales.
• Resolve issues in a professional manner.
• Training of department new-hires.
• Develop policies and procedures that ensure consistent customer service satisfaction.
• Provide support to Outside Sales Team in answering customer’s questions, processing RFQs, etc.
• Manage Structure/Graphics approvals for new projects and coordinate purchase of necessary tooling by initiating New Item Meetings.
• Reviewing specs/print cards for accuracy.
• Order processing – responsible for providing Production with complete and accurate information required to produce materials within spec.
• Purchases materials from vendors pertinent to completing a finished piece (IE, litho labels, twin stick, hooks, etc.).
• Coordinate expedited delivery and/or change requests with Scheduling, Production and Shipping
• Monitors warehouse stock levels for customer inventory programs to ensure product availability and that agreed minimum/maximum levels are being met.
• Maintain customer specs and monitor record retention.
• Handle customer complaints and questions and follow-up with the appropriate internal personnel as needed.
• Attend various company meetings as needed/required.
• Level loading the activities of Customer Service staff.
• Generate yearly budget for Customer Service Department.
• Process pick up requests and re-work/replacement orders for quality issues.

Other Functions:

• Prioritize customers’ orders in production (when needed) due to heavy backlogs in the plant.
• Additional duties may be assigned by Management.

In addition to the functions listed above, the employee is expected to: exercise honesty, integrity and respect with all clients and co-workers, maintain a professional appearance and demeanor, demonstrate a positive attitude, communicate effectively with co-workers and clients, work with accuracy, efficiency, and attention to detail, maintain good attendance by working when and where directed, work safely in compliance with all safety policies, respect the work environment and keep it as neat and clean as possible, and exercise initiative to learn new skills and tasks and to help co-workers when possible. The employee is also expected to perform such other duties and functions as required and assigned from time to time.

Qualifications

• High School Diploma/GED required; Bachelor’s Degree preferred.
• A minimum of 3 years Customer Service experience; preferably in a manufacturing environment.
• A minimum of 3 years supervisory experience overseeing three or more people.
• Excellent communication and organizational skills with strong attention to detail.
• Ability to prioritize workload and multi-task.
• Strong computer skills, including proficiency using Microsoft Office (specifically Word and Excel).
• Ability to add, subtract, multiply and divide in all units of measure, to compute rates, ratios, and percentages and calculate figures and amounts such as discounts, costs, proportions and volumes.

Machines/Tools/Equipment:

• Computer
• Basic Office Equipment (IE: copier, printer, scanner, fax, calculator, etc.)

Safety:

Employees are expected to follow all facility safety guidelines that include adhering to GMP (Good Manufacturing Practices) and Food Safety as outlined during their training.

Working Conditions:

The work environment is characteristic of those typical in an office. Some exposure to plant and manufacturing areas.

WE ARE AN EQUAL OPPORTUNITY EMPLOYER.

We strive to create and maintain an inclusive and diverse workforce where everyone feels valued, respected, and included. We consider applicants for all positions without regard to age, race, color, religion, creed, sex, national origin, disability, sexual orientation, citizenship, veteran status, gender identity or any other legally protected status.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of a job.

York Container participates in E-Verify.