Customer Service Supervisor in Addison, IL at Mauser Packaging Solutions

Date Posted: 11/6/2020

Job Snapshot

Job Description

Plant Name: Addison Plastic

Requisition ID:005660--Plant

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:

The Customer Service Supervisor (CSS) assists the Director of Customer Service with the day-to-day activities of the department. Working with the manager, determines appropriate distribution of accounts, orders and work load amongst team members to assure appropriate coverage.  Works as needed with other internal and external teams such as our production and shipping departments as well as our customers to ensure commitments made to customers are being met. Communicates as necessary to customer and internal functions about any potential opportunities and/or concerns.


  • Supervises, coordinates and monitors staff activities to ensure prompt, courteous and accurate responses are provided to internal and external customers.
  • Takes leadership role in training of Customer Service Representatives and demonstrates developmental and motivational skills with co-workers.
  • Promotes teamwork within the department and cooperation with other teams and departments.
  • Facilitates open communication within and among team members.
  • Monitors the data to ensure departmental accuracy. Supports set activities to achieve goals.
  • Reviews and addresses customer service reporting opportunities within the department and with external teams.
  • Participates in the periodic review of employees for performance and salary evaluation.
  • Participates in and supports SOX process reviews.
  • Ensures all month end reporting is complete and accurate for the group.
  • Approves and coordinates vacation requests for the group to ensure adequate coverage.
  • Performs special projects and all other miscellaneous duties as assigned


Job Requirements


  • 5+ years of Customer Service / Account Management experience
  • High attention to detail and organization skills.
  • Associates or Bachelor’s Degree preferred but not required
  • Strong customer service advocacy and problem solving skills
  • Subject Matter Expert (SME) of all related systems as they pertain to Customer Service including QAD, IPC and report generation
  • Previous customer service leadership experience with proven growth and demonstrated success
  • Demonstrated understanding of other departments, how they operate and the impact of Customer Service on these departments
  • Ability to make fact-based decisions and understand the impact of these on our customers and business
  • Demonstrated proficiency in Microsoft Office applications (Excel, Word), Outlook, Internet
  • Familiarity with sales concepts, practices and procedures in a Manufacturing environment
  • Ability to work with all areas of the business including plant and sales personnel
  • Professional verbal and written communication
  • Possess proven leadership experience and ability to motivate employees
  • Ability to motivate and develop a positive team atmosphere
  • Some Travel maybe required 10-25%



Not Ready to Apply?

Joining our Talent Network will enhance your job search and application process. Whether you choose to apply or just leave your information, we look forward to staying connected with you.