Customer Service Manager in Charlotte, NC at Mauser Packaging Solutions

Date Posted: 8/6/2019

Job Snapshot

Job Description

Plant Name: Charlotte ICS

Requisition ID:003597--Recon


Mauser Packaging Solutions is a global leader in solutions and services across the packaging lifecycle, providing large and small metal, plastic, fiber and hybrid packaging worldwide to companies in industries from food, beverage, personal care and pharmaceuticals to chemicals, petrochemicals, agrochemicals and paints. Bringing together the very best of its four legacy companies— BWAY, MAUSER Group, NCG and ICS—Mauser Packaging Solutions offers its customers true sustainability at scale.

Position Summary:

This position is responsible for leading all team efforts while ensuring balance between excellent customer service performance and inventory management. Oversight includes metrics tracking, analyzing data and developing action plans for continuous improvement, while striving to improve overall customer satisfaction.

Responsibilities

  • Investigates and resolves any customer issues i.e. delayed backorders & performs root cause analysis to make improvements with cross-functional teams. 
  • Leads, trains, and develops a team of high performing Customer Service Representatives by holding meetings to discuss priority orders, team goals, training and new company information.
  • Builds strong relationships with customers and actively solicits feedback about company performance, forecasts, and business trends; troubleshoots supplier/customer satisfaction ratings.
  • Reviews, analyzes and executes replenishment planning for assigned product categories; manages purchase orders to support inventory plan & expedites orders based on customer demands/forecasts. 
  • Supports inventory strategies and policies by maintaining and auditing system data for assigned product lines i.e. customer product and pallet return process, customer credits and short pays.
  • Provides input to operations team to help facilitate production and shipping schedules to meet requirements. Communicates changes that may negatively impact customers to sales/plant leadership.  
  • Reduces slow moving inventory (SLOB) by determining the supplies and materials needed for customer orders and manages process of expediting sales orders into shipments during incentive programs.
  • Analyzes ordering patterns and sales data to aid in production and sales forecasting, communicates to plant leadership as necessary.
  • Performs other duties as assigned.

 

Job Requirements

Requirements

  • Bachelor’s Degree and 3-5 years of experience preferably in similar or related field
  • Previous customer service leadership experience with proven growth and demonstrated success
  • Proficiency in Microsoft Office Word & Excel; General ERP experience with SAP knowledge preferred
  • Experience with lean manufacturing practices, AR/AP accounting, forecasting, and sales order processes
  • Detail oriented with strong analytical skills; Ability to multi-task well in a fast-paced environment
  • Exceptional customer service skills in handling issues in both the interest of the customer and Mauser

 

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EOE

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