Customer Service Manager
MANCHESTER INDUSTRIES INC OF VIRGINIA MANCHESTER INDUSTRIES INC OF VIRGINIA Hagerstown, IN Hagerstown, IN Full-time Full-time $85,000 - $127,500 a year $85,000 - $127,500 a year 13 days ago 13 days ago 13 days ago Where you will work:
Manchester Industries is proud to embrace a hybrid workforce model for specific positions.
Our Company has proven success with hybrid roles while maintaining a collaborative and supportive work environment.
This role is hybrid national with preference for incumbent to live within our Mendon, Michigan or Hagerstown, Indiana locations.
At Manchester Industries, a Clearwater Paper Company, we provide unparalleled service and the best solutions in Paperboard Sales, Sheeting, and Distribution.
Since 1978 we have helped our customers meet the daily demands of the commercial printing, publishing, point of purchase display, specialty packaging, and folding carton industries.
The goal of Manchester Industries is to provide an exceptional service platform with our staff of committed employees.
Through working with customers and suppliers together, we can find profitable and proficient solutions in this ever-changing marketplace.
Through innovation and continual improvement in precision converting technology, we provide prime paperboard grades from leading mills to paper merchants and packaging companies.
With vast inventories at Manchester's 5 strategic locations:
Virginia, Pennsylvania, Indiana, Michigan, and Texas, we maintain 14 precision sheeters, 9 guillotine trimmers, 4 carton packing lines, and 2 slitter rewinders within 450,000 combined square feet of manufacturing and warehousing space.
What you will do:
Customer Service Ensures that customers receive industry-leading service, the team actively supports the business objectives, and acts upon key metrics such as order accuracy, on time and complete order delivery.
Directly supervises the activities of the customer service team, with a constant focus on coordinating and unifying the effort with sales leaders, forecasting, scheduling, and transportation teams.
Interacts with order fulfilment customer contacts when needed to find improvement solutions and solve problems.
Regular contact and contributor to sales and marketing leadership in solving capacity-demand problems, customer experience issues and improving the larger organization's effectiveness.
Track customer orders through entire process, (order entry, manufacture, shipment and delivery,) to ensure customer satisfaction and on-time deliveries.
Facilitates timely and accurate daily second checks for all prime orders entered to ensure orders and customer POs are aligned and correct.
May lead in the coordination of customer tours and visits, ensuring positive experience.
Sales Support Product knowledge (paperboard types, suppliers, and available callipers carried by Manchester) stays up to date and informed of any changes and company policies.
Pursue additional sales using product substitution and suggestive selling techniques.
Follow up on sales opportunities with high potential.
Maintain strong working relationship between customer service and field sales teams.
Provide timely support of field sales and sales management.
Coordinate and maintain pricing programs.
Maintain accurate customer account information, database/systems.
Maintain security of pricing information.
Staff Development Accountable for developing customer service specialists in their roles as the primary voice to our customers, as well as advocating for their career development.
Responsible for job performance evaluations for all staff.
Provides system and processes training for new hires and the team as system and process upgrades and changes occur.
On-board new employees and ensure development of team.
Manage daily business flow.
Maintain proper staffing levels to ensure customer satisfaction:
Coordinate vacation times Minimize or eliminate overtime Ensure even distribution of workload within the team Process Improvement and Collaboration Creates and manages SOPs for the CS team.
Provides assistance for ERP system upgrade testing as needed.
Leads/Assists with system and process improvements.
Makes recommendations on process improvements by gathering and analyzing data from a variety of systems.
Partners with other departments on larger scale projects.
Works with sales in the analysis and presentation of business performance.
Identifies and implements logistics improvements that focus on customer delight and/or Manchester Industries efficiencies.
Works collaboratively with customers and internal Manchester teams (operations, transportation, planning, IT, etc.
) to solve customer issues.
Manage departmental operating budget.
Production scheduling and Inventory Management Collaborates with the scheduling and operations planning team on larger scale customer experience team effectiveness.
Assists production scheduling to manage the coordination of orders, scheduling, manufacturing, and resolution of scheduling conflicts Performs accurate and timely on-line quoting while considering:
Manchester pricing programs Competitive pricing situations Material requirements Appropriate freight charges and logistics Packaging requirements Scheduling efficiencies Problem solves with production scheduling to manage the orders, choosing roll inventory and specific mill runs.
Assists inventory managers to meet operations and sales objectives.
Coordinates communication with production departments, transportation, and order fulfilment.
Key Competencies & Attributes Excellent listener who can work through conflict.
Truly enjoys working with a variety of people and personalities.
Strong analytical and process improvement skills for manipulating and presenting to leadership and customers.
Demonstrated ability to lead in a matrixed and highly collaborative environment to influence change and core processes.
Confidence in dealing with ambiguity; bringing different perspectives to light and rallying others to aligned goals and objectives.
High degree of business curiosity; quick learner with a proactive and agile mindset.
Optimistically looks toward the future for opportunities to innovate and improve.
Strong facilitation and teaching skills in both practical and digital environment.
Strong verbal and written communication skills and ability to effectively communicate with all levels of employees.
Demonstrated ability to understand the organizational impact in decision making; see the big picture and distil it into action plans.
Able to think strategically and act tactically, hands on.
What you will need:
High School Diploma or GED required.
Bachelor's degree in business or related field preferred.
Minimum of five years of experience in activities directly related to the order fulfilment processes or sales processes; paperboard experience a plus.
Experience with a production management system preferred.
Supervisory experience preferred.
Excellent verbal and written communication skills are required and must be demonstrable.
Proficiency in Microsoft Word and Excel required.
Demonstrated ability to work with a variety of people, mediate, persuade, and influence managers at all levels.
Conflict resolution skills.
Excellent time management and planning skills; ability to manage multiple priorities.
Strong math & analytical skills.
Some mental, visual, physical fatigue from computer terminal use.
Primarily Office Environment.
Must wear required Personal Protective Equipment in the manufacturing environment.
Total Reward Details:
We're committed to providing an exceptional workplace experience, including a comprehensive total reward package.
This position is eligible for our Incentive Plan.
The base pay actually offered will take into account internal equity and also may vary depending on the candidate's job-related knowledge, skills, education, and experience among other factors.
Benefits are generally available after 30 days and include medical, dental, vision, life, disability coverage, employee assistance program, and a 401k plan.
Paid time off will include vacation days, personal days, and company holidays.
Clearwater Paper does not offer sponsorship for employment-based visa status (including, but not limited to, H-1B visa status and other employment-based nonimmigrant visas) for this position.
Accordingly, all applicants must be currently authorized to work in the United States on a full-time basis and will not require Clearwater Paper's sponsorship to continue to work legally in the United States.
#LI-Hybrid #Manchester Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.
However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
41 CFR 60-1.
35(c).
Estimated Salary: $20 to $28 per hour based on qualifications.
Manchester Industries is proud to embrace a hybrid workforce model for specific positions.
Our Company has proven success with hybrid roles while maintaining a collaborative and supportive work environment.
This role is hybrid national with preference for incumbent to live within our Mendon, Michigan or Hagerstown, Indiana locations.
At Manchester Industries, a Clearwater Paper Company, we provide unparalleled service and the best solutions in Paperboard Sales, Sheeting, and Distribution.
Since 1978 we have helped our customers meet the daily demands of the commercial printing, publishing, point of purchase display, specialty packaging, and folding carton industries.
The goal of Manchester Industries is to provide an exceptional service platform with our staff of committed employees.
Through working with customers and suppliers together, we can find profitable and proficient solutions in this ever-changing marketplace.
Through innovation and continual improvement in precision converting technology, we provide prime paperboard grades from leading mills to paper merchants and packaging companies.
With vast inventories at Manchester's 5 strategic locations:
Virginia, Pennsylvania, Indiana, Michigan, and Texas, we maintain 14 precision sheeters, 9 guillotine trimmers, 4 carton packing lines, and 2 slitter rewinders within 450,000 combined square feet of manufacturing and warehousing space.
What you will do:
Customer Service Ensures that customers receive industry-leading service, the team actively supports the business objectives, and acts upon key metrics such as order accuracy, on time and complete order delivery.
Directly supervises the activities of the customer service team, with a constant focus on coordinating and unifying the effort with sales leaders, forecasting, scheduling, and transportation teams.
Interacts with order fulfilment customer contacts when needed to find improvement solutions and solve problems.
Regular contact and contributor to sales and marketing leadership in solving capacity-demand problems, customer experience issues and improving the larger organization's effectiveness.
Track customer orders through entire process, (order entry, manufacture, shipment and delivery,) to ensure customer satisfaction and on-time deliveries.
Facilitates timely and accurate daily second checks for all prime orders entered to ensure orders and customer POs are aligned and correct.
May lead in the coordination of customer tours and visits, ensuring positive experience.
Sales Support Product knowledge (paperboard types, suppliers, and available callipers carried by Manchester) stays up to date and informed of any changes and company policies.
Pursue additional sales using product substitution and suggestive selling techniques.
Follow up on sales opportunities with high potential.
Maintain strong working relationship between customer service and field sales teams.
Provide timely support of field sales and sales management.
Coordinate and maintain pricing programs.
Maintain accurate customer account information, database/systems.
Maintain security of pricing information.
Staff Development Accountable for developing customer service specialists in their roles as the primary voice to our customers, as well as advocating for their career development.
Responsible for job performance evaluations for all staff.
Provides system and processes training for new hires and the team as system and process upgrades and changes occur.
On-board new employees and ensure development of team.
Manage daily business flow.
Maintain proper staffing levels to ensure customer satisfaction:
Coordinate vacation times Minimize or eliminate overtime Ensure even distribution of workload within the team Process Improvement and Collaboration Creates and manages SOPs for the CS team.
Provides assistance for ERP system upgrade testing as needed.
Leads/Assists with system and process improvements.
Makes recommendations on process improvements by gathering and analyzing data from a variety of systems.
Partners with other departments on larger scale projects.
Works with sales in the analysis and presentation of business performance.
Identifies and implements logistics improvements that focus on customer delight and/or Manchester Industries efficiencies.
Works collaboratively with customers and internal Manchester teams (operations, transportation, planning, IT, etc.
) to solve customer issues.
Manage departmental operating budget.
Production scheduling and Inventory Management Collaborates with the scheduling and operations planning team on larger scale customer experience team effectiveness.
Assists production scheduling to manage the coordination of orders, scheduling, manufacturing, and resolution of scheduling conflicts Performs accurate and timely on-line quoting while considering:
Manchester pricing programs Competitive pricing situations Material requirements Appropriate freight charges and logistics Packaging requirements Scheduling efficiencies Problem solves with production scheduling to manage the orders, choosing roll inventory and specific mill runs.
Assists inventory managers to meet operations and sales objectives.
Coordinates communication with production departments, transportation, and order fulfilment.
Key Competencies & Attributes Excellent listener who can work through conflict.
Truly enjoys working with a variety of people and personalities.
Strong analytical and process improvement skills for manipulating and presenting to leadership and customers.
Demonstrated ability to lead in a matrixed and highly collaborative environment to influence change and core processes.
Confidence in dealing with ambiguity; bringing different perspectives to light and rallying others to aligned goals and objectives.
High degree of business curiosity; quick learner with a proactive and agile mindset.
Optimistically looks toward the future for opportunities to innovate and improve.
Strong facilitation and teaching skills in both practical and digital environment.
Strong verbal and written communication skills and ability to effectively communicate with all levels of employees.
Demonstrated ability to understand the organizational impact in decision making; see the big picture and distil it into action plans.
Able to think strategically and act tactically, hands on.
What you will need:
High School Diploma or GED required.
Bachelor's degree in business or related field preferred.
Minimum of five years of experience in activities directly related to the order fulfilment processes or sales processes; paperboard experience a plus.
Experience with a production management system preferred.
Supervisory experience preferred.
Excellent verbal and written communication skills are required and must be demonstrable.
Proficiency in Microsoft Word and Excel required.
Demonstrated ability to work with a variety of people, mediate, persuade, and influence managers at all levels.
Conflict resolution skills.
Excellent time management and planning skills; ability to manage multiple priorities.
Strong math & analytical skills.
Some mental, visual, physical fatigue from computer terminal use.
Primarily Office Environment.
Must wear required Personal Protective Equipment in the manufacturing environment.
Total Reward Details:
We're committed to providing an exceptional workplace experience, including a comprehensive total reward package.
This position is eligible for our Incentive Plan.
The base pay actually offered will take into account internal equity and also may vary depending on the candidate's job-related knowledge, skills, education, and experience among other factors.
Benefits are generally available after 30 days and include medical, dental, vision, life, disability coverage, employee assistance program, and a 401k plan.
Paid time off will include vacation days, personal days, and company holidays.
Clearwater Paper does not offer sponsorship for employment-based visa status (including, but not limited to, H-1B visa status and other employment-based nonimmigrant visas) for this position.
Accordingly, all applicants must be currently authorized to work in the United States on a full-time basis and will not require Clearwater Paper's sponsorship to continue to work legally in the United States.
#LI-Hybrid #Manchester Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.
However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
41 CFR 60-1.
35(c).
Estimated Salary: $20 to $28 per hour based on qualifications.
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