Customer Service Manager

Customer Service Manager

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Multi-Color Corporation is the global leader of premium printed label solutions, helping brands stand out in a competitive marketplace while inspiring positive consumer experiences. With a truly global network of over 12,000 teammates and facilities spanning more than 25 countries, we strive to combine our global reach with the personalized touch of local service to revolutionize the packaging industry and help our customers create emotional connections with iconic brands.

• Competitive compensation.
• Generous benefits package including medical, dental, vision, disability, life insurance and 401(k).
• Paid holidays:
  New Years, Memorial Day, Fourth of July, Labor Day, Thanksgiving, Day after Thanksgiving, Christmas Eve, Christmas Day, plus 2 floating holidays.

Knoxville, TN

• Lead and model customer intimacy, championing the development of customer‑focused solutions.
• Champion the plant(s) relationship with new and existing customers, working with 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.
• Build, develop and manage a high‑performing customer service team to support the short‑term and long‑term growth of our customers.
• Establish, monitor and achieve customer service and shipping and receiving operating metrics, such as on‑time delivery, service recovery turnaround and complaints, average response times, NPS, and customer effort.
• Provide input into capacity rationalization of new and existing business, working with sales, scheduling and division business optimization functions to meet fluctuating customer demands.
• Manage order entry process from start to finish, including but not limited to order entry system, production estimates, work and shipping/receiving instructions.
• Manage customer complaints and concerns process with a focus on facilitating issue resolution at the plant and overall communication, internally and to the customer.
• When assigned through Customer Service, manage and support vendor relationships for the Plant, including freight carriers, print tools, and raw material suppliers.
• Develop and ensure standardized CSR training methods are followed and onboarding methodology followed. Update on a routine basis, as needed.
• Manage process to ensure customer billings are accurate, including exceptions and account reconciliation. Manage consolidation of shipping information, including cost management.
• Model the company values. Conduct oneself in an appropriate, business‑like and professional manner, building strong relationships both internally and externally.
• Support customer pricing function interactively by reviewing capabilities, capacity and estimates.
• Build strong relationships with the members of the plant management team and contribute to the goals and objectives of the other functional areas represented.

• Four‑year college degree; or two to four years related experience and/or training; or equivalent combination of education and experience.
• Strong knowledge of manufacturing operations, methods and practices.
• High level computer skills; excellent written and verbal communication skills; prior customer service management experience and technical printing knowledge helpful.
• Ability to travel within North America.
• Physical requirements:
  
  need to drive a motor vehicle, use color vision, hearing, sit for prolonged periods, speak and articulate, stand, walk, use hands to finger, handle or feel, reach with hands and arms; talk and hear.
• Must be able to stoop, kneel or crouch or lift and/or move up to 10 lbs on an infrequent basis.
• Vision: close vision, distance vision, color vision, ability to adjust focus.
• No significant noise in work environment.

MCC is committed to providing equal employment opportunities and prohibits discrimination based on race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic under applicable law.

If you need assistance or an accommodation in applying, please contact our Human Resources Department at