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Job Posting

Careers Job Listings Customer Service Manager

Customer Service Manager

POSITION SUMMARY:

The Customer Service Manager is responsible for leading all customer experience improvement initiatives for the Winpak Portion Packaging (WPP) business unit and managing the Customer Service Representative (CSR) team to meet the business unit and department objectives for products manufactured at three (3) facilities and sold to over three hundred (300) customers.

POSITION RESPONSIBILITIES:

Responsible for achievement of company and department On Time In Full (OTIF) delivery and Net Promoter Score (NPS) performance targets for Winpak products.
Supervise the CSR team to ensure group responsibilities are fulfilled and performance expectations are met and exceeded. Expectations and responsibilities of the group include:
Effectively manage and administer all existing customers, and onboard new customers.
Collaborate with the sales, planning and operations, product management teams to ensure the best possible customer service is provided to all Winpak customers.
Lead the CSR statement of work and relevant documentation for internal (Finance, Quality) and external (ISO, SQF, customer) audits.
Manage CSR team to ensure on-time deliveries, communicating with customers and Sales team, and by quickly resolving customer issues.
Participate in customer service projects with other Winpak divisions to drive best practices across Winpak.
Coordinate the company’s Warranty and Customer Complaint procedures.
Monitor, manage, and allocate product inventory to meet customer product demand while minimizing excessive internal inventories.
Reduce internal costs and increase productivity by developing new processes and/or streamlining existing processes.

Facilitate the Price Adjustment (PA) and Price Change process by collaborating with the Product Managers to ensure accurate pricing is used in the ERP system and matches customer PO and invoice.

Investigate and resolve customer related issues of Quality and Invoicing.
Collaborate, interface, and communicate cross functionally with other Departments within the company.
Perform other duties to support the department and company within areas of responsibility.

SPECIAL QUALIFICATIONS:

Ability to supervise diverse personalities and skill levels
Ability to satisfy customers with diverse personalities and temperaments
Detailed understanding of customer service
Analytical thinking with strong mathematics skills
Knowledge and skill to manage a wide range of tasks, often times multi-tasking
Detail oriented
Strong communication and listening skills
Ability to work effectively without supervision
Ability to solve problems
Must be trained in and follow company policies on GMP, sanitation, pre-requisite programs, chemical control and food safety plans and policies.
Must be competent to carry out food packaging safety and quality responsibilities

EXPERIENCE:

Minimum 4 - 6 years in a customer service management position
Customer service background required
Manufacturing and plastic packaging background preferred
Ability to work in fast paced environment
Proficiency in MS Word, MS Excel, MS PowerPoint, Outlook, and ERP systems (Movex, SAP, Oracle, Infor, Epicor, etc.)
Plus demonstrated experience exhibiting the special qualifications noted above

EDUCATION:

Bachelor’s Degree/ Associate’s Degree

High School diploma with equivalent experience/education will be considered in lieu of Bachelor’s/ Associate’s Degree

Winpak offers competitive salary and benefit packages as well as excellent opportunities for professional growth and development based upon the global location of the available position.

Qualified individuals are invited to submit a resume and salary expectations to:

1111 Winpak Way Sauk Village, IL 60411, Email: chicagojobs@winpak.com, Fax: 708-755-7257

Winpak is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristics protected by law. Pre-employment drug/alcohol/background screening may be required based on facility location.

Although we appreciate all applicants, only qualified applicants will be considered for interviews.