Manager, Customer Service (Manufacturing)

The following duties are normal for this position. The incumbent may perform some or all of these duties however; it is not an exclusive or all-inclusive list. Other duties may be assigned.

• Directs staffing, training, and performance management to develop and improve the customer service function
• Serves as subject matter expert on Menasha's products and capabilities to align with customer's products and objectives
• Provides order forecasts and other key requirements to key stakeholders for production planning
• Supports sales in developing business transition requirements
• Assist with planning and preparations for RFQs
• Manages and tracks product inventories, providing direction on aged inventory and reconciling financials
• Manages internal and customer complaints and assures appropriate corrective actions including transactional resolution
• Drives continuous improvement initiatives for customer service process and information flow
• Oversees customer information management system
• Prepares and reviews required business reports

Education & Experience

• Bachelor's degree preferred
• High School Diploma or equivalent required
• Minimum of 6 years of relevant experience required

Knowledge, Skills & Abilities

• Ability to design, implement and execute CRM business processes and associated applications
• Knowledge of and ability to implement effective strategies and activities that promote long-term customer loyalty
• Knowledge of the major responsibilities, accountabilities, and organization of the customer support function or department
• Familiarity with organization's policies, standards and procedures guiding customer interactions
• Knowledge of practices, tools, and techniques for communicating with a customer
• Knowledge of and ability to apply the processes, activities and tools associated with managing customer requests

Physical Requirements & Work Environment

• Primarily works in an office environment with occasional time spent in a production and/or warehouse setting
• Position may be based at Menasha Packaging site or customer location
• Occasional travel required