Customer Service Manager

• Drive a culture of safety within the customer service team and champion all Pregis safety initiatives
• Ensure a safe environment for customers visiting the plant

• Manage/review/track customer complaints and ensure they are resolved in a timely manner
• Participate in and lead kaizen events related to customer service and quality issues; drive corrective actions
• Identify and implement strategies to improve quality of service, productivity and profitability. Adopt and share best practices with other Customer Service managers.

• Develop, Implement and maintain service procedures, policies and standards
• Review and maintain accurate customer records and documents
• Handle complex and escalated customer service issues to ensure timely resolution and effective communication with customers
• Visit customers as needed to maintain existing business and support business growth
• Act as in-house contact for Visalia Sales Managers, RTU Specialists, Systems Specialists, and Account Managers to foster effective teamwork with Customer Service
• Liaise with company management to support and implement growth strategies
• Collaborate with production and shipping teams to balance customer demand against capacity and supply; ensure decisions are made with the customers’ best interest in mind
• Other duties as assigned

Competency (Knowledge, skills, and abilities)

• Ability to think strategically and lead large service center (6 or more CSR’s).
• Advanced multitasking and trouble shooting skills
• Excellent knowledge of customer service principles and practices
• Solid experience with customer service software, database and CRM tools.
• Excellent computer skills including MS Office; ability to manage and analyze large data sets and build customer trend models in MS Excel.

• Mainly office setting
• The position environment may vary and require a combination of outside work and inside work
• Based on the plant and time of the year, there could be varying degrees of high heat and cold weather
• Moderate humidity levels
• Moderate noise levels

• Required to stand, walk and sit; talk and hear, both in person and by telephone; use hands to finger, handle or feel objects or controls; reach with hands and arms
• Regularly required to stoop, kneel, bend, crouch and lift up to 25 pounds
• Frequent typing, keyboarding, and repetitive use of hands, wrists, and fingers
• Willingness to wear appropriate personal protective equipment, including hearing protection

• Full time requiring onsite presence
• Hours vary based on operational needs
• Potential requirement to work outside of normal working hours
• Approximately 10% travel

• BS in Business Administration or related field (preferred)
• 5 years of customer service management experience in a manufacturing business, working with multiple product/service categories.

The listed annualized base pay range is primarily based on analysis of similar positions.

Actual base pay could vary and may be above or below the listed range based on factors including but not limited to performance, proficiency and demonstration of competencies required for the role.

The annual base pay range for this role is estimated to be $90,000 to $110,000.

This position also includes a bonus opportunity as part of Pregis' total compensation package.

We offer equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We support inclusion and believe in welcoming a collective sum of individual differences, thoughts, traits, and characteristics to represent Pregis’ culture and achievements.

Visit us at www.pregis.com for more information about Pregis LLC

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Diversity and Inclusion

We believe in diversity of thought and bringing together other traits and characteristics that make an individual bring a unique experience to Pregis.

We strive to foster an inclusive environment where behaviors and social norms ensure people are welcome.

We offer equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We support inclusion and believe in welcoming a collective sum of individual differences, thoughts, traits, and characteristics to represent Pregis’ culture and achievements.

Visit us at www.pregis.com for more information about Pregis LLC.