Customer Service Manager

Overview

PaperWorks is a leading, integrated North American full-service provider of 100% recycled paperboard and specialized folding cartons for packaging applications. Founded in 2008 and headquartered in Philadelphia, PA, we are committed to the highest sustainable forestry and procurement standards.

We want our team members to be proud of the essential work they do, our commitment to the environment, and the overall company.  As part of our culture journey to be recognized as a Great Place to Work©, we continue to invest heavily in our people, our company culture and in state-of-the-art technology to be at the forefront of innovation and market differentiation.  PaperWorks’ products are certified by the Forest Stewardship Council and 100% Recycled Paperboard Alliance.

Summary

At PaperWorks, we need people who want to innovate, achieve, grow, and lead. We are seeking an experienced and energetic Customer Service Manager to lead our CSR team in Louisville KY. In this hybrid role, you will coordinate and manage customer service activities from order entry through shipment of product.  As our Customer Service Manager, you will partner with production, shipping, senior management, and customers to achieve optimal customer satisfaction.  If you have a passion to win, this is an excellent opportunity to deliver world-class service and contribute to the success of our organization.

Responsibilities

• Adhere to the requirements of managing customer accounts, and the importance of utilizing a cross-functional approach to develop and implement a customer account plan.
• Partner with production, shipping, maintenance, and scheduling teams to review product backlog and production performance to identify opportunities to optimize functional efficiencies.
• Monitor over-age inventory monthly, coordinate regular price changes, and liaison with other departments on changes, adjustments, and special projects.
• Continuously communicate with Customer Service Representatives, manufacturing partners, and sales to align on the current state to meet customer needs. Provide guidance for problem-resolution activities and facilitate decision-making processes required for ensuring customer satisfaction.
• Provide sales team support to help maintain customer relationships, participating in relevant calls/meetings with customers, sales, supply chain, etc. as needed.
• Serve as an escalated point of contact for customer issues by supporting Customer Service Representatives with issue remediation and communication with customers as necessary.
• Perform training for Customer Service Representatives on specific topics or best practices to enhance their understanding and performance. Provide ongoing coaching and feedback to Customer Service Representatives to enhance their performance and support their career growth and objectives.

Qualifications

• 5+ years of customer service experience in high volume, folding carton or printing facility, multi-shift/multi-site operation a plus.
• High school diploma required; college degree preferred.
• Meaningful experience with Microsoft Office tools (e.g., Excel, Work, PowerPoint).
• MRP/ERP system experience and knowledge are preferred.  Prior system experience with Epicor - AVP is a plus.  
• Demonstrated ability in taking ownership and initiative of responsibilities and executing them to meet business needs and deliverables. Must be able to work under pressure and produce creative and innovative strategies and solutions.
• Strong interpersonal and communication (written and verbal) skills to build relationships and effectively communicate with team members company wide.
• Ability to multi-task, prioritize effectively, and show strong organizational skills in a fast-paced business environment while maintaining attention to detail is critical.
• Ability to solve practical problems and deal with a variety of variables and implement solutions to correct.
• A drive to overcome challenges and deliver world-class service with a positive attitude.

This outlines the minimum requirements of the position and is not intended to be all-inclusive of duties.