Customer Service Manager- Anderson, IN

Description:

At Saica Group, we are more than an organization; we are a community of more than 10.000 people in 11 countries committed to driving sustainable paper solutions for corrugated board and packaging while championing circularity in waste management. With our rich history spanning 80 years and our unwavering dedication to our mission and values, we invite you to be part of a journey that leaves a lasting impact.

By joining the Saica Group, you're choosing more than a job – you're choosing a purpose-driven career that aligns with your values. You'll collaborate with like-minded individuals to shape a sustainable future, making a meaningful contribution to our world.

This is your chance to grow with us from day one at our new, state-of-the-art facility in Anderson, Indiana.

Position Summary:

Manage and lead Customer Service team to coordinate activities with plant logistics and production departments for achieving the highest degree of customer retention and satisfaction levels.

Responsibilities:

• Communicate and enforce Group Policies.
• Monitor and manage order intake to ensure fulfilment of specific requirements such as: minimum order quantities, prices, delivery times, origination cost recharge, stock management, etc.
• Co-ordinate actions with other departments, such as logistic and production, to fulfil customer expectations on service (OTIF) and ad hoc assistance.
• Manage customer requests and inquiries.
• Maintain appropriate platform with current and accurate customer information, as well as sales and commercial activity.
• Attend and contribute to major customer review meetings.
• Participate actively in the problem solving process when analysing customer´s complaints and credit related to service issues/non conformities.
• Participate in the definition and be responsible for the implementation of processes aimed to improve the efficiency of the customer service team.
• Work with Operations to drive and improve levels of customer satisfaction.
• Ensure CS team complies with the SPK sales approach described in the SSS manual.
• Comply with communication and reporting procedures for securing a perfect alignment with all SPK stakeholders. Use the business information systems of the company, to ensure maximum reliability of reporting for sound decision making.
• Identify deficiencies in skills within the team, and work to improve individuals´ capabilities through coaching and training.
• Lead the definition and implementation of the induction training for all new team members.
• Promote, prepare and organize events for ensuring customer retention. Coordinate customer visits to the plant.
• Actively participate in own training program definition and implementation, supporting new training initiatives and reporting any skills that need improvement.

Requirements:

• High school diploma or equivalent.
• 2+ years of customer service experience, preferably in a corrugated packaging business.
• Experience leading, developing, and supporting a team.
• Excellent organizational skills.
• Ability to comnunicate concisely and effectively.
• Strong focus on details and results.

Saica Group, is an Equal Employment Opportunity Employer and is committed to diversity and inclusion in our workforce. All qualified applicants will receive consideration for employment without regard to the individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, gender expression and transgender status, physical or mental disability, genetic information, military or veteran status, ethnicity, citizenship, low-income status or any other status or characteristic protected by applicable law.