Customer Service Manager

A global supply chain leader and specialty packaging pioneer, CCL is the largest label company in the world and provides innovative premium packaging solutions to the Home & Personal Care, Premium Food & Beverage, Healthcare & Specialty, Automotive & Durables and Consumer markets worldwide. CCL Label is the world’s largest converter of pressure sensitive and extruded film materials for decorative, functional and information labels. 

Our product line includes:                                   

• Pressure Sensitive Labels
• Shrink Sleeves
• Sustainability Labels
• Special Effects Labels

We make packaging solutions for:

• Premium Food and Beverage
• Home Care & Laundry
• Beauty & Personal Care

We are currently hiring for a Customer Service Manager that will fill an integral role on our Customer Service team.

The Customer Service Manager is responsible for leading and transforming the customer service department to deliver exceptional customer service, efficiency and growth throughout the company. This position requires someone who thrives on implement change, elevating team performance and collaborating with departments to achieve strategic business goals.

· Direct Reports: 5-8 employees

· Effectively leading team to meet business goals

· Creating and managing team schedules

· Managing workflow of the department and delegating tasks

· Training of team members to ensure job duties are performed efficiently and effectively

· Setting goals for workers and ensuring compliance with the company goals and objectives

· Evaluating performance and providing feedback on an ongoing basis

· Resolving employee issues and disputes

· Prepare and enforce corrective actions

· Maintain plant standards to ensure BRCGS and cGMP requirements are met

· Enforcing compliance with company policies

· Lead, mentor, and develop a high-performing customer service team, setting clear expectations and fostering a culture of accountability, professionalism, and continuous improvement.

· Optimize the team’s processes, skillsets, and workflows to improve efficiency, service quality, and customer satisfaction.

• →Identify and implement improvements to workflows and communication methods that enhance efficiency and customer satisfaction.
• →Resolve customer concerns promptly, balancing satisfaction with company objectives.
• →Communicate with customers in a professional, courteous, and knowledgeable manner, delivering accurate product and service information.
• →Present customer service status updates confidently to diverse audiences, including leadership teams, staff, and customers. Provide weekly updates as needed to team members.
• →Attend scheduled meeting to communicate and assist in timetable for production jobs.
• →Sustain and develop working relationships with customers.
• →Must be flexible to learn other areas of the business.
• →Other duties as assigned.

· Ability to solve practical problems and deal with a variety of concrete variables in situations where standardization exists.

· Must possess integrity, communication and reasoning skills to provide a positive work environment.

· Must be conscious of efficiencies, performance, costs, quality and safety.

· Ability to write routine reports and correspondence.

· Ability to manage multiple projects simultaneously.

· Strong analytical and problem-solving skills.

· Excellent communication and interpersonal skills.

· Detail oriented and highly organized.

· Skilled in time management and prioritization.

· Excellent critical thinking skills.

· Ability to make independent decisions.

· Proficient in Microsoft Office Applications and other systems as required.

· Associates degree in related field. Bachelor’s Degree preferred.

· Preferred 2 or more years’ experience in related role

· Regularly use hands to finger, handle or feel and reach with hands and arms above and below shoulder level

· Regularly stand and walk for extended periods of time

· Regularly remain in stationary position for extended periods

· Frequently communicate in some manner either by speech/hearing or through written communication.

· Regularly use of vision abilities including close, distance, color and peripheral vision, depth perception and the ability to adjust focus.

· Occasionally work around moving machinery and heavy equipment.

· Occasionally required to push/pull.

· Occasionally lift and/or move up to 50 pounds.

· Occasionally required to sit; climb or balance; stoop, kneel, crouch, or crawl.

· Occasionally exposed to high-speed moving mechanical parts.

· Occasionally exposed to UV, strobing or flashing light.

· Occasionally exposed to fumes, dust or airborne particles.

· Occasionally exposed to moderate noise level in the work environment.