Customer Service Manager

About Us:

Mondi is a global leader in packaging and paper, contributing to a better world by developing and producing products that are sustainable by design. Sustainability is at the heart of our strategy and intrinsic to the way we do business, which enables us to offer a broad range of innovative solutions for consumer and industrial end-use applications. We are a truly global team, with our 24,000 people working across 100+ production sites in more than 30 countries, united by our common purpose. Join us at Mondi, where we strive to make a positive impact through responsible business practices and continuous innovation in packaging and paper solutions.

Summary:

• The person in this position will manage a team or unit of customer service representatives and ensures
• service levels are met or exceeded. This person will establish efficient and balanced workflows that
• maximize efficiency and produce high levels of service and customer satisfaction. This person will
• monitor and measure service metrics and utilize to develop standards, improvements, or changes to
• process. The person in this position will make recommendations for changes to products or services based on customer feedback and requests. The person in this position is responsible for the care of our customers, monitoring production to ensure products are shipped to customers as quoted, ensuring the customer’s needs are met by providing them with quality products, and investigating and responding to customers’ complaints. The person in this position will report to a Managing Director.

Your Mission:

• 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)

Your Profile:

• Bachelor’s Degree required
• Preferably in Business, Marketing, Public Relations, or related technical field
• Three or more years of customer service or equivalent experience in a manufacturing setting
• Two or more years of people management experience
• Ability to travel as needed
• Demonstrated aptitude for problem-solving; ability to determine solutions for customers
• Must be results-orientated and able to work both independently and within a team environment
• Demonstrates a sense of urgency
• CRM software experience required, SAP software experience preferred
• Demonstrated organizational abilities, multi-functional, and priority setting
• Familiar with Microsoft Office products (including Outlook, Word, and Excel)

Our Offer: 

• Comprehensive base salary ($85,000-$105,000/YR)

• Full Medical, Dental, Vision, Life Insurance 

• 401k Retirement Savings Plan, fully vested and company match

• An interesting job within the packaging & paper industry

• Opportunities for professional growth 

Get in touch:

We strive to create a culture that inspires our people to reach their full potential. Going the extra mile – for colleagues and customers – our people drive our passion for performance and are the key ingredient of Mondi’s success. Be part of our future. 

Do you want to know more about Mondi? We are a global leader in packaging and paper, contributing to a better world through innovative solutions that are sustainable by design. Our global team of 24,000 people works across 100 production sites in more than 30 countries.

Our strength lies in our diversity. We are dedicated to creating a team that reflects the diversity of the world we operate in. We encourage applications from traditionally underrepresented groups, including women, visible minorities, LGBTQI+ individuals, and people with disabilities. Even if you don't meet all the listed qualifications, we still want to hear from you. We believe in your potential and are committed to supporting you as you grow and learn at Mondi. If you need any accommodations during the recruitment process, please reach out to the contact person listed above.

Only CVs uploaded onto our online career platform will be taken into consideration. With your application, you will be redirected to our recruiting platform. After creating an account, you will receive an activation link. If you do not find the email in your inbox, please check your spam folder or add the address no-reply@mondigroup.com to your “safe list” or address book.

Awards: