Customer Service Manager

overview

budnick converting, inc., headquartered in columbia, il (in the st. Louis, mo metropolitan area), is a privately held and female owned corporation. Budnick’s primary focus is specialty converting of adhesive coated tapes and foams. Budnick remains on the leading edge of adhesive tape converting technology; currently utilizing over 70 die-cutting, slitting, laminating, printing (including flexographic printing), label making and spooling machines to convert materials into labor saving customized parts.

For more information on budnick, please visit our website at

supervisor: account managers

position purpose: customers are our 1st priority. In order to best serve our customers, the customer service manager leads and directs the customer service team in creating a positive and profitable customer relationship between our customers and budnick converting. The customer service manager is responsible for leading and managing the customer service department to ensure exceptional service delivery, customer satisfaction, and operational efficiency.

This role oversees daily operations, manages the customer service team, and works cross-functionally with other departments to address customer needs, resolve issues, and enhance the overall customer experience.

quantitative data: corporate office environment that will require the ability to remain in stationary sitting/standing position for a prolonged period of time. Must be able to occasionally move about inside the office to access file cabinets, office machinery, etc. Constantly operates a computer and other office productivity tools. Frequent communication with customers and other employees via phone and email. Occasional travel (10%) to customers and/or trade shows.

• lead, train and develop the customer service team in day-to-day processes and procedures. Serve as the backup for account managers as needed, handling their workload.
• oversee workload and daily operations of the customer service department, ensuring timely and effective handling of inquiries, complaints, and requests.
• work in the budnick erp system processing orders; develop understanding of the system to determine workflow, process improvements, efficiencies and issue resolution. Develop and implement customer service policies, procedures, and best practices.
• act as subject matter expert for the customer service team, collaborating with other budnick support teams to implement process improvements that promote improved customer service and/or job satisfaction.
• attend planning meetings and other departmental meetings where customer service representation is required. Serve as the main point of coordination with sales leadership.
• assist in interviewing new customer service candidates. Mentor and develop training schedule for new team members on job functions, ensuring that employees are fully trained and knowledgeable.
• provide regular feedback and coaching to team members to help them improve their skills and achieve their goals.
• establish measurable goals to assess employees’ efficiency and output. Monitor and analyze customer service metrics (e.g., response time, satisfaction scores, order entry volume) to identify areas for improvement.
• conduct timely and constructive performance reviews and recommend actions such as raises, retraining, transfers or terminations.
• create and run reports for management review when necessary.
• collaborate with sales, operations, accounting, quality, it and other teams to ensure a seamless customer experience.
• handle escalated customer issues with professionalism and provide resolution strategies, working with the quality department to resolve issues. Proactively engage with customers as needed in the resolution process, serving as the central contact for quality issues, complaints and rmas.
• help determine root cause and corrective actions for quality customer feedback reports.
• proactively work with all departments to solve problems encountered by the customer (credit holds, miss-shipped products, vendor expedites, damages, defective products, etc.).
• perform duties safely and maintain a high level of safety awareness; provide for the safety of workers and property.

• assist in the development of long-term strategies and help implement the plan(s) developed. Communicate ideas and accomplishments to management.
• alert management to conditions that create delays or affect quality of production work in a timely manner; assist in adjustments and changes needed to meet established deadlines.
• follow operation standards and all department policies and company directives; assist with other projects and tasks as required by management.

skills: excellent interpersonal and communication skills; clear and effective communication via phone, email and virtual meeting software. Strong organizational, problem-solving and conflict resolution abilities. Proficient with office equipment and business processes; good computer and mathematical…