Customer Service Manager

Job Summary:

The person in this position will manage a team or unit of customer service representatives and ensure service levels are met or exceeded. This person will establish efficient and balanced workflows that maximize efficiency and produce high levels of service quality 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 key customers, such as managing quotes and proposals of products, monitoring production to ensure products are shipped to customers as quoted, ensuring the customers’ 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 senior manager.

Your Mission:

Essential Duties and Responsibilities

• This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities as management may deem from time to time.
• Lead the customer service team
• Train team members (including available reports and tools) and make sure back up is in place (within the department but also for logistics and production planning)
• Ensures that project/department milestones/goals are met and adhering to approved budgets.

Manage customer relationships

• Establish and keep excellent customer relationships together with sales and other departments (e.g., regular meetings, visits)
• Evaluate improvement potentials on customer level (e.g., service level, lead time) and align with other department on actions to leverage improvement potentials taking also costs and production efficiency into consideration

Manage daily core business together with the team

• Act as the primary liaison for key accounts, 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 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.

Provide and challenge sales forecasts and track sales performance

• Set up business forecast together with sales and track target achievement on a regular basis (budget, flash)
• Track sales performance vs. target (budget, flash) on a regular basis and define corrective actions together with other departments (e.g., adjustment of production shifts)
• Track OTIF performance and align corrective and preventive actions with other departments

Contribute to our business development

• Evaluate together with sales and other departments business opportunities
• Check sales pipeline and a regular basis and make sure together with sales and AE that the sales pipeline is up to date
• Align trial and commercial volume ramp up with customers and AE

Manage customer claims

• Handle customer claims in cooperation with Quality department
• Make sure ISO standards are successfully implemented in the department (e.g., SOP)

Supervisory Responsibilities

• Leading the Customer Service team

Your Profile:

• Bachelor’s Degree in Business, Marketing, Public Relations, or related experience
• Two to five years of customer service or equivalent experience in a manufacturing setting
• CRM software experience preferred
• SAP software experience preferred
• Demonstrated organizational abilities, multi-functional, and priority setting
• Proficient in Microsoft Office products (including Outlook, Word, and Excel)
• Customer Focus
• Analytical
• Problem Solving
• Good Communication oral/written
• Integrity
• Responsible
• Technical understanding of manufacturing processes

We Offer:

• Full Medical, Dental, Vision, Life Insurance
• 401k Retirement Savings Plan

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. Should you need further information, please contact codi.simmons@mondigroup.com via email.

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 “safe list” or address book.

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