Customer Exp Manager

Position Summary

The Customer Manager is responsible for planning and coordinating the operations of the Customer Experience department and supporting all Cellofoam North America Inc. manufacturing facilities. The role assists the manager in developing, analyzing, and implementing staffing, training, telemarketing, scheduling, and reward/recognition programs.

• Lead, train, and develop the activities directly related to the Customer Experience department.
• Develop, update, and communicate procedures, policies, and standards.
• Identify system and workflow improvements to enhance the team’s efficiency.
• Collaborate with the CET team to streamline and implement new and existing processes.
• Manage workflow and schedule the customer experience team to ensure all work is completed in a timely manner.
• Manage teammates to ensure all month end deadlines are complete for billing and consignment inventories.
• Participate in all morning production calls to maintain proper communication and issue resolution.
• Interpret and communicate work procedures and company policies to staff.
• Evaluate employees’ job performance and recommend appropriate personnel action.
• Maintain quality standards, deadlines, and procedures; correct errors or problems.
• Provide guidance for difficult or complex problems and resolve escalated complaints or disputes.
• Interview and assist in hiring decisions for customer service personnel.
• Train or instruct employees in job duties or company policies.
• Implement corporate or departmental policies, procedures, and service standards in conjunction.
• Coordinate activities with other personnel or other work units or departments.
• Make recommendations concerning staffing decisions or procedural changes.
• Consult with other personnel to resolve problems in areas such as equipment performance, output quality, or work schedules.
• Protect organization’s value by keeping information confidential.
• Perform other incidental and related duties as required and assigned.
• Work in conjunction with other departments to resolve issues.
• Maintain a positive work atmosphere with a culture of respect for others.
• Use appropriate judgment in upward communication regarding plant or employee concerns.
• Maintain a working knowledge and compliance with corporate standards for business conduct and Federal anti‑trust laws.
• Adhere to Cellofoam North America Inc. company focus areas:
  Safety, Financial, Customer, and People.

• High School/GED required; 4‑year degree in Business or related discipline preferred (equivalent work experience may be considered).
• Minimum of two years of job‑related experience.
• Strong written and oral communication skills.
• Proficiency with MS Excel, MS Word, MS Outlook, Great Plains, and internet use.

Mid‑Senior level

Contract

Management and Manufacturing

Plastics Manufacturing

Flexibility in working hours to include nights, weekends and holidays as required.

This Position Description is intended as a summary of the job responsibilities for this specific position. Cellofoam North America Inc. (the Company) reserves the right to add, remove, and/or alter job responsibilities in whole or in part with or without notice. This Position Description is not a contract. Every employee’s employment with the Company is voluntary and is subject to termination by the employee or the Company at will, with or without cause, and, with or without notice, at any time.

Nothing in this Position Description or Company policies shall be interpreted to be in conflict or to eliminate or modify in any way the employment‑at‑will status of the Company’s employees.