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Direct message the job poster from Graphic Packaging International
At Graphic Packaging International, we produce the paper cup that held your coffee this morning, the basket that transported those bottles of craft beer you enjoyed last weekend, and the microwave tray that heated your gourmet meal last night. We’re one of the largest manufacturers of paperboard and paper-based packaging for some of the world’s most recognized brands of food, beverage, foodservice, household, personal care and pet products.
With over 25,000 employees working in more than 130 locations worldwide, we strive to be environmentally responsible in our industry and in the communities where we operate. We are committed to workplace diversity and offer compensation and benefits programs that are among the industry’s best to reward the talented people who make our company successful.
If this sounds like something you would like to be a part of, we’d love to hear from you.
JOB PURPOSE
The Customer service manager will deliver a first-class service to our customers through excellent management of a team of Customer Service Representatives. Having close interaction with planning/production/operations to ensure the business always provides a high level of customer service.
You will be responsible for the efficient, effective continuous improvement and development of the Customer Service Department, which is responsible for dealing with all customers.
You will mentor, motivate and train your team to ensure they are delivering a high-quality customer experience to each and every customer in line with the business objectives and the department’s overall targets and goals. You will ensure you are continually reviewing the business processes and procedures, ensuring that they current and fit for purpose, whilst making changes and improvements when required.
You will support and encourage the staff to manage their own learning to maximise their potential, as well as growing the department by carrying out regular recruitment drives. A key part of your role will be to work closely alongside planning/production/external sales to plan, forecast and manage customer requirements.
SPECIFIC RESPONSIBILITIES
* Ensure that procedures within the department are followed
* To ensure and maintain the departments targets and KPI’s are achieved
* Provide information in a concise and timely manner, to both customers and customer service Executives and administrators
* Work closely with the external accounts manager to meet customer needs and expectations
* Co-ordinate, direct and support the activities of the departmental Executives to meet customer needs.
- Set departmental objectives and monitor performance accordingly.
- Identify recruitment and development needs.
- Handle discipline and grievance issues.
* Create and develop a team-working environment
* Ensure regular and effective communication within and from all areas to achieve common business aims
* Provide regular performance statistics/reports as directed.
* Liaise with customers as and when required with off site visits to be expected.
* Maintain and update effective training schedules to maximise the skills base of all department employees.
* Be proactive in developing solutions to departmental issues, when required.
* Identify issues and recommend adjustments or resolutions in order to rectify any issues
* Grow product knowledge both through regular product training and from working alongside internal departments
* Organise and facilitate ad hoc and formal departmental meetings/reviews
SKILLS/QUALS
* First class telephone manner and communication skills both written and verbal.
* Highly organised
* An expert communicator at all levels, with proven ability to influence improvement within other functions/departments of the organisation
* Ability to work under pressure to deliver a high standard of service
* Self-Motivated and the ability to motivate others
* Process relevant information quickly and easily
* Excellent organisational and time management skills, with the ability to prioritise
* Personal integrity
* Able to work in a fast paced environment – FMCG preferred
* Strong commercial awareness and business acumen
* Computer literate, able to operate Microsoft Word, Excel and Outlook/Email
* Organizing, Planning, and Prioritising Workload to achieve targeted KPI’s
* Ability to identify opportunities for process improvements
* Experience of managing people
* Conduct Appraisals, set team expectations and regular monitoring
* Reviewing procedures ensuring they are fit for purpose and improve where required
INTERPERSONAL SKILLS
* Highly responsible, reliable and flexible with a strong work ethic
* Ability to work in a highly pressurised environment
* Able to effectively prioritise and adapt to a varied and changeable workload
* Punctual, presentable and with good attendance
* Reliable
* Sense of urgency
* Energy and drive
* Analytical thinking
* Results focussed
* Positive attitude and commitment
* Ability to establish and maintain effective working relationships
* Ability to influence others and generate new ideas
* Effective problem-solving and decision making
* Forward thinking, innovative and able to see the ‘bigger picture’
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Industries
Packaging and Containers Manufacturing and Printing Services
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