Customer Service Manager

Kampack, GA is a leading manufacturer of corrugated paper sheets and products. We are committed to delivering high-quality packaging solutions while fostering a collaborative and dynamic work environment. Job Summary: We are seeking an experienced CSR Manager who will work directly with the customer service representatives, and our internal sales and operations groups to maintain an uninterrupted order flow to the customer. Overall responsibility for customer service, order entry, order processing, and order shipping. Direct Customer contact is required. Key Responsibilities:

• Lead a team of up to 6 customer service team members
• Facilitate phone, email, and chat service requests from our customer base
• Resolve complex requests from customers
• Monitor the daily workload of team members and adjusts to ensure adequate coverage and that correct procedures are followed
• Identify system and process workflow improvements to enhance the team members' experience
• Attend production meetings to keep up to date at the plant level
• May be authorized to approve special adjustments or exceptions for a customer
• Be a knowledge resource for the other team members
• Coach and develop team members
• Provide training to increase the knowledge skill set of our team
• Build relationships by working closely with sales, national accounts, and operations on special projects
• Keep the Sales Manager informed of problems and situations that may affect the performance of sales service, and scheduling.
• Complies with company policies and procedures.
• Additional duties as assigned by management

Required Skills:

• Experience in the corrugated container industry
• Computer literate (MS Excel and MS Word)
• Strong communication skills. Ability to read and interpret documents such as business and performance reports, operating and maintenance instructions, and procedure manuals.
• Ability to write business reports and correspondence. Ability to speak effectively before groups of customers, the general public, managers, and other employees of the organization.

Required Experience:

• High school diploma or GED
• Five years’ experience in a manufacturing environment
• Three years supervisory experience overseeing three or more people

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