Experienced Customer Service Manager – Corrugated Packaging Solutions

At arenaflex, we're dedicated to delivering exceptional packaging solutions to our customers while fostering a collaborative and dynamic work environment. As a leading manufacturer of corrugated paper sheets and products, we're committed to innovation, quality, and customer satisfaction. We're now seeking an experienced Customer Service Manager to join our team and lead our customer service representatives in delivering unparalleled service to our customers.

Job Summary:

We're looking for a seasoned Customer Service Manager who will work closely with our customer service representatives, internal sales and operations groups, and customers to ensure seamless order flow and exceptional customer experience. As a key member of our team, you'll be responsible for leading a team of up to 6 customer service team members, facilitating phone, email, and chat service requests, and resolving complex customer requests. If you're a results-driven leader with a passion for customer service, we encourage you to apply for this exciting opportunity.

Key Responsibilities:

As a Customer Service Manager at arenaflex, you'll have the following key responsibilities:

• Lead a team of up to 6 customer service team members: You'll be responsible for leading, guiding, and developing a high-performing team of customer service representatives. You'll provide coaching, mentoring, and feedback to ensure that your team members have the skills and knowledge needed to deliver exceptional customer service.
• Facilitate phone, email, and chat service requests from our customer base: You'll be the primary point of contact for our customers, responding to their inquiries, resolving their issues, and providing them with exceptional service.
• Resolve complex requests from customers: You'll work closely with our customers to understand their needs, resolve complex issues, and provide them with tailored solutions.
• Monitor the daily workload of team members and adjusts to ensure adequate coverage and that correct procedures are followed: You'll be responsible for ensuring that your team members have a manageable workload, are following established procedures, and are meeting performance expectations.
• Identify system and process workflow improvements to enhance the team members' experience: You'll work closely with our operations team to identify areas for improvement and implement changes that will enhance the customer service experience.
• Attend production meetings to keep up to date at the plant level: You'll stay informed about production schedules, plant operations, and any issues that may impact customer service.
• May be authorized to approve special adjustments or exceptions for a customer: You'll have the authority to make decisions that will impact customer satisfaction and loyalty.
• Be a knowledge resource for the other team members: You'll be a subject matter expert, providing guidance and support to your team members as needed.
• Coach and develop team members: You'll work closely with your team members to identify areas for development, provide coaching and feedback, and help them achieve their career goals.
• Provide training to increase the knowledge skill set of our team: You'll develop and deliver training programs to enhance the skills and knowledge of your team members.
• Build relationships by working closely with sales, national accounts, and operations on special projects: You'll work collaboratively with our sales, national accounts, and operations teams to identify opportunities, develop solutions, and deliver exceptional customer service.
• Keep the Sales Manager informed of problems and situations that may affect the performance of sales service, and scheduling: You'll maintain open communication with our Sales Manager, keeping them informed about any issues that may impact sales performance or scheduling.
• Complies with company policies and procedures: You'll adhere to arenaflex's policies and procedures, ensuring that you and your team members are meeting performance expectations.

Required Skills:

To be successful in this role, you'll need the following skills:

• Experience in the corrugated container industry: You'll have a deep understanding of the corrugated container industry, including its challenges, trends, and best practices.
• Computer literate (MS Excel and MS Word): You'll be proficient in using Microsoft Office, including Excel and Word.
• Strong communication skills: You'll have excellent verbal and written communication skills, able to read and interpret documents, and speak effectively before groups of customers, the general public, managers, and other employees.
• Ability to write business reports and correspondence: You'll be able to write clear, concise reports and correspondence that meet arenaflex's standards.

Required Experience:

To be considered for this role, you'll need:

• High school diploma or GED: You'll have a high school diploma or equivalent.
• Five years’ experience in a manufacturing environment: You'll have at least five years of experience working in a manufacturing environment, preferably in the corrugated container industry.
• Three years supervisory experience overseeing three or more people: You'll have at least three years of supervisory experience, overseeing a team of three or more people.

What We Offer:

As a Customer Service Manager at arenaflex, you'll enjoy a competitive salary, comprehensive benefits package, and opportunities for career growth and development. You'll work in a dynamic, collaborative environment with a team of experienced professionals who are passionate about delivering exceptional customer service.

How to Apply:

If you're a results-driven leader with a passion for customer service, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, skills, and qualifications. We can't wait to hear from you! [Apply Now](https://www.indeed.com/viewjob?jk=a484d5c6f115efa6&utm_campaign=google_jobs_apply&utm_source=google_jobs_apply&utm_medium=organic) Apply for this job