Customer Service Manager

Calling all Manufacturing Customer Service Managers! Multi-Color – York, PA is on the line! Are you the experienced professional capable of managing a customer-focused team of project managers?

If this is you – step right up to your next career opportunity with Multi-Color Corporation. We are the World’s #1 Label Solutions Provider. We invite you to consider MCC as your employer of choice!

We offer a creative, energized and collaborative work environment focused on safety, product quality and customer satisfaction. If you’re ready for the next step in your career managing a team of exemplary customer service professionals, don’t delay – apply today!

WHY JOIN Multi-Color Corporation?

We are an award-winning Global Label Solutions Provider offering the latest in flexographic print technologies. We produce labels in 26 countries in 80+ locations and growing. That is why we need you!

Our premium labels are everywhere; from home/healthcare products to fine wine. We take every day products and make them look good.

Want to learn more about us, our technologies and our successful operations? Check us out at http://www.mcclabel.com or search “Multi-Color” on Facebook to get an insider’s view of our plant culture.

Now that you know a bit about us, let’s get to know you. Apply Now. Once you complete our online profile and upload your resume, your skill set will be reviewed. Top applicants will be invited to interview and tour our facility.

Position Purpose:

• Direct and manage the customer service function to provide world class service to our customers.

Responsibilities:

Culture: Lead and model customer intimacy, championing the development of customer-focused solutions.

• Customer Relationship: 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.
• People: Build, develop and manage a high performing customer service team to support the short and long-term growth of our customers.
• Service Goals and Objectives: Establish, monitor and achieve customer service shipping and receiving operating metrics such as on-time delivery, service recovery turnaround and sales forecast dollars.
• Capacity Rationalization: Provide input into capacity rationalization of new and existing business, working with Sales, Scheduling and division Business Optimization functions to meet fluctuating customer demands.
• Customer Service: Manage end to end order entry process, estimates and work shipping/receiving instructions.
• Service Recovery: Manage customer concerns process with focus on facilitating issue resolution at the plant and overall internal communication to the customer.
• Vendor Management: As appropriate, when assigned through Customer Service, manage and support vendor relationships for the Plant, including freight carriers, print tools, and raw material suppliers.
• Training: Develop and ensure standardized CSR training methods are followed and onboarding methodology followed. Update on a routine basis as needed.
• Financial: Provide input into building the annual plant sales budget and monthly forecast. Manage process to ensure customer billings are accurate, including exceptions and account reconciliation. Manage consolidation of shipping information, including cost management.
• Values: Model the Company Values to include business appropriate, professional conduct, building strong relationships both internally and externally.
• New Business: Support customer pricing function interactively by reviewing capabilities, capacity and estimates.
• Safety: Assure the safety of the associates and the safe use of the equipment.
• Teamwork: Build strong relationships with the members of the plant management team and contribute to the goals and objectives of the other functional areas represented.

Job Requirements

Qualifications

• Passion for providing great service to customers.
• B.S. degree; business or marketing preferred.
• Five to ten years of demonstrated experience managing in a customer service environment; proven experience in a fast-paced, revenue generating, manufacturing environment.
• Ability to present a professional appearance at all times.
• Experience developing customer service metrics a plus.
• Proven project management skills.
• Ability to scope/create business processes.

• Ability to lead/build teams and motivate staff. Ability to influence others without direct authority. Relate to people at all levels within the organization, and build strong relationships internally and externally.
• Computer Skills; solid, demonstrable Excel skills – pivot tables, V look ups, linking spreadsheets, etc.
• Demonstrate the ability to be proficient in Microsoft Office Suite or the equivalent. Ability to learn business information systems. Use information systems to generate and analyze data.

We are an EOE and Drug-Free workplace