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Senior Manager Customer Service

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Location: Haltom City, TX, United States
Business Unit: Liberty Packaging
Remote Type: Hybrid Remote

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Description

POSITION SUMMARY

The Senior Manager, Customer Service is accountable for driving excellence across the Liberty Packaging Customer Service function through leadership, developing an integrated and deeply skilled team, and refinement and deployment of standard best practices and processes. The Senior Manager collaborates with other functions to fully leverage systems and data and drive improvements in both the operating model and the customer experience.

This full-time position reports to the Director, Sales Operations and is located at any of our Liberty Packaging facilities.

DUTIES AND RESPONSIBILITIES

  • Develops and deploys electronic order placement technology as a default position with customers EDI, Portal, etc.
  • Develop tools and utilize CRM functionality to drive communication alignment across all regions, promoting standardized and automated communications.
  • In partnership with IT, develops reports that drive dashboards and customer communications (e.g. daily deliver, job status)
  • Develop and implement training programs for Customer Service Representative team, improving knowledge and skills to drive margin improvement opportunities in repricing, inventory impacts, and communications.
  • Standardize, track, and report daily activity metrics (e.g. orders entered, inquiry response times, inventory control, warehousing activity, VMI) to drive business results.
  • Drive continuous improvement in onboarding customers into established programs and systems.
  • Support proactive communication between customer service, scheduling, and operations teams, with focus on delivery schedules, OTD and late orders, and quality concerns.
  • In partnership with Sales and Operations, leverage systems and process to demonstrate inventory management ownership, model customer service role in managing those programs, and drive aged inventory reduction.
  • Other duties, as assigned.

REQUIRED EDUCATION, EXPERIENCE AND SKILLS

  • Bachelors degree in Business, Marketing, Communications, or related field, or equivalent combination of education and experience.
  • 7+ years people leadership experience
  • 7+ years of customer-facing experience in a manufacturing environment.
  • 3+ years experience optimizing processes and systems to meet business needs.
  • 2+ years experience leading and developing geographically distributed professional teams.
  • Experience supporting strategic customer relationships.
  • Ability to travel up to 25%

PREFERRED EDUCATION, EXPERIENCE AND SKILLS

  • Excellent communication, collaboration, and relationship management skills
  • Experience leading and collaborating in a matrixed organization.

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Regular sitting, standing, and walking throughout the day to accomplish tasks.
  • Manual and finger dexterity used regularly with some repetitive finger motions.
  • Ability to work in front of a computer screen for long periods of time.
  • Specific vision abilities include close and distance vision; able to identify colors, small letters, and numbers; hand/eye coordination, depth perception and able to adjust focus.
  • Hearing and speaking.
  • Other conditions may include frequent reaching, stretching, pushing, pulling, pinching, grasping, and gripping.

ABOUT OUR COMPANY:

Comprised of multiple companies with headquarters in New Hope, Minnesota,Liberty Diversified International (LDI)is a privately held company employing more than 1,900 individuals across our manufacturing facilities, production facilities and core business operations in Minnesota, Iowa, Nebraska, Illinois, Georgia, Mississippi, Texas, Arizona, California, and Mexico. With deep roots in the corrugated box manufacturing industry, we operate in the core markets of paper, packaging, workplace products, corrugated plastics and building products.

1918, our values Caring, Innovation, Trust and Excellence have guided our day-to-day activities. We believe that when our employees are aligned with these values, we create superior solutions and service for our customers. The LDI family of companies includesLiberty Packaging, Liberty Paper, Liberty Plastics (Custom SolutionsandQuarrix Building Products) and Safco.

Liberty Diversified International is an equal opportunity employer and makes all employment decisions without regard to race, color, sex, religion, age, creed, sexual orientation, national origin, marital status, disability, or any other protected class.

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