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Central Region Customer Service Manager Glens Falls, NY
Location:
Glens Falls, NY
Description:
Central Region Customer Service Manager Glens Falls, NY, USA * Plymouth, IN 46563, USA Req #2002 Tuesday, October 24, 2023 We're Not Just in the Packaging Business-We're in the "Wow" BusinessPregis is Hiring! Why Join Pregis?Pregis is in the packaging business to protect what matters. We are committed to providing our customers and employees sustainable growth through purpose-driven innovation and customer-centric packaging solutions. If you are looking for a company that is thriving across various high growth industries and is innovative, customer focused, high integrity, believes in strong teamwork and collaboration, Pregis is the company for you. Check out the Pregis Purpose to learn how sustainability and social responsibility is at the very core of our company DNA. Summary of Job The Regional Customer Service Manager will plan, co-ordinate and lead the activities of the customer service team to retain and enhance customer relationships. He or she will work closely with Sales and Operation Managers to create a customer centric environment that drives customer satisfaction and supports business growth objectives. The Regional Customer Service Manager is responsible for providing support to multiple sites within a region. Ideal candidate will be within the Central region but would consider candidates from outside that region. Essential Functions and Responsibilities Leadership Set the tone for customer service team's culture, with emphasis on Safety, Quality, Profitability, and Customer-Focus. Recruit, mentor and develop customer service team members by creating an environment where they can excel through encouragement and empowermentDrive team to meet Key Performance Indicator targets. Review existing company report and develop reports as needed to drive and track team performance.Co-ordinate and manage customer service projects and initiativesEnsure AOP budget spend requirements are metParticipate in monthly Regional Business Team meetings and drive company business initiatives related to Customer ServicePlan, prioritize and delegate tasks according to top priorities Safety Drive a culture of safety within the customer service team and champion all Pregis safety initiativesEnsure a safe environment for customers visiting the plant Quality Manage/review/track customer complaints and ensure they are resolved in a timely mannerParticipate 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 Regional managers. Customer Focus Develop, Implement and maintain service procedures, policies and standardsReview and maintain accurate customer records and documentsHandle complex and escalated customer service issues to ensure timely resolution and effective communication with customersVisit customers as needed to maintain existing business and support business growthAct as in-house contact for Regional Sales Managers, RTU Specialists, Systems Specialists, and Account Managers to foster effective teamwork with Customer ServiceLiaise with company management to support and implement growth strategiesCollaborate 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 skillsExcellent knowledge of customer service principles and practicesSolid 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. Education and Experience 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. Compensation: 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 base pay is just one component of Pregis's total compensation package. Compensation also includes a competitive benefits package and may also include bonuses, and other on-the-spot recognition. The annualized base pay range for this role is estimated to be $75-$95K.#PP Diversity and InclusionWe 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. Affirmative Action/EEO Statement/Inclusion 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 for more information about Pregis LLC. 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Ideal candidate will be within the Central region but would consider candidates from outside that region.Essential Functions and Responsibilities LeadershipSet the tone for customer service team's culture, with emphasis on Safety, Quality, Profitability, and Customer-Focus. Recruit, mentor and develop customer service team members by creating an environment where they can excel through encouragement and empowermentDrive team to meet Key Performance Indicator targets. Review existing company report and develop reports as needed to drive and track team performance.Co-ordinate and manage customer service projects and initiativesEnsure AOP budget spend requirements are metParticipate in monthly Regional Business Team meetings and drive company business initiatives related to Customer ServicePlan, prioritize and delegate tasks according to top prioritiesSafetyDrive a culture of safety within the customer service team and champion all Pregis safety initiativesEnsure a safe environment for customers visiting the plantQualityManage/review/track customer complaints and ensure they are resolved in a timely mannerParticipate in and lead kaizen events related to customer service and quality issues; drive corrective actionsIdentify and implement strategies to improve quality of service, productivity and profitability. Adopt and share best practices with other Customer Service Regional managers.Customer FocusDevelop, Implement and maintain service procedures, policies and standardsReview and maintain accurate customer records and documentsHandle complex and escalated customer service issues to ensure timely resolution and effective communication with customersVisit customers as needed to maintain existing business and support business growthAct as in-house contact for Regional Sales Managers, RTU Specialists, Systems Specialists, and Account Managers to foster effective teamwork with Customer ServiceLiaise with company management to support and implement growth strategiesCollaborate with production and shipping teams to balance customer demand against capacity and supply; ensure decisions are made with the customers' best interest in mindOther duties as assignedCompetency (Knowledge, skills, and abilities)Ability to think strategically and lead large service center (6 or more CSR's).Advanced multitasking and trouble shooting skillsExcellent knowledge of customer service principles and practicesSolid 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.Education and ExperienceBS in Business Administration or related field (preferred)5 years of customer service management experience in a manufacturing business, working with multiple product/service categories.Compensation: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 base pay is just one component of Pregis's total compensation package. Compensation also includes a competitive benefits package and may also include bonuses, and other on-the-spot recognition. 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Company:
Pregis
Posted:
January 2 on WhatJobs
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More About this Listing: Central Region Customer Service Manager Glens Falls, NY
Central Region Customer Service Manager Glens Falls, NY is a Customer Service Customer Service Manager, Customer Service Representative Job at Pregis located in Glens Falls NY. Find other listings like Central Region Customer Service Manager Glens Falls, NY by searching Oodle for Customer Service Customer Service Manager, Customer Service Representative Jobs.
Central Region Customer Service Manager Glens Falls, NY is a Customer Service Customer Service Manager, Customer Service Representative Job at Pregis located in Glens Falls NY. Find other listings like Central Region Customer Service Manager Glens Falls, NY by searching Oodle for Customer Service Customer Service Manager, Customer Service Representative Jobs.