Customer Service Manager

Build your Career with an Industry Leader

Multi-Color Corporation is the global leader of premium printed label solutions, helping brands stand out in a competitive marketplace while inspiring positive consumer experiences. With a truly global network of over 12,000 teammates and facilities spanning across more than 25 countries, we strive to combine our global reach with the personalized touch of local service. Come join us as we revolutionize the packaging industry in supporting our customers to help create emotional connections with iconic brands.

The Customer Service Team delivers MCC Label’s World Class Service model by providing clear, concise, and timely information regarding our customers’ purchase orders and shipments. This requires obtaining and utilizing an in-depth knowledge of our customers and the products that we produce for them. This will be achieved by demonstrating analytical thinking, comprehending the use of MCC's business systems and exceptional communication skills.

Why work at MCC:

• Compensation: Competitive Compensation
• Generous benefits package including medical, dental, vision, disability, life insurance and 401(k)
• Paid Holidays: New Years, Memorial Day, Fourth of July, Labor Day, Thanksgiving, Day after Thanksgiving, Christmas Eve, Christmas Day, plus 2 floating Holidays

Responsibilities:

• Lead and model customer intimacy, championing the development of customer-focused solutions.
• Champion the plant(s) relationship with new and existing customers, working with the sales associates to ensure all aspects of service to the customer, such as schedule, quality of product, on-time delivery, and service recovery issues are resolved.
• Build, develop and manage a high performing customer service team to support the short-term and long-term growth of our customers.
• Establish, monitor and achieve customer service and shipping and receiving operating metrics, such as on-time delivery, service recovery turnaround and complaints, average response times, NPS, and customer effort.
• Provide input into capacity rationalization of new and existing business, working with sales, scheduling and division business optimization functions to meet fluctuating customer demands.
• Manage order entry process from start to finish, including but not limited to order entry system, production estimates, work and shipping/receiving instructions.
• Manage customer complaints and concerns process with a focus on facilitating issue resolution at the plant and overall communication, internally and to the customer.
• As appropriate, when assigned through Customer Service, manage and support vendor relationships for the Plant, including freight carriers, print tools, and raw material suppliers.
• Develop and ensure standardized CSR training methods are followed and onboarding methodology followed. Update on a routine basis, as needed.
• Manage process to ensure customer billings are accurate, including exceptions and account reconciliation. Manage consolidation of shipping information, including cost management.
• Model the company values. Conduct oneself in an appropriate, business-like and professional manner, building strong relationships both internally and externally.
• Support customer pricing function interactively by reviewing capabilities, capacity and estimates.
• Build strong relationships with the members of the plant management team and contribute to the goals and objectives of the other functional areas represented.

Qualifications:

• A four year college degree; or two to four years related experience and/or training; or equivalent combination of education and experience
• Strong knowledge of manufacturing operations, methods and practices.
• This position requires high level computer skills; excellent written and verbal communication skills; prior customer service management experience and technical printing knowledge helpful.
• Ability to travel within North America
• This position requires the incumbent to drive a motor vehicle, use color vision, hearing, sitting for prolonged periods, speaking and articulating, on a constant basis, stand walk use hands to finger, handle or feel; reach with hands and arms; talk and hear.
• This position requires the incumbent to stoop, kneel or crouch or and lift/ and or move up to 10 lbs. on an infrequent basis
• Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.
• The noise level in the work environment is minimal.

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