Customer Service Manager

Our cutting-edge technology makes the labels and packaging for the world’s biggest and most famous brands right here in Sioux Falls, SD!

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.

We begin with Innovation. We specialize in making the labeling and packaging that helps you choose the best products every day. A variety of decoration technologies exist at CCL including digital, screen, offset, flexo, and rotogravure printing. We also utilize combination presses that can combine the different printing technologies and run them together with cold and hot foil.
CCL has state-of-the-art finishing equipment in placeto supply labels that live up to, and even exceed, customers’ expectations. Included are process parameters like the reel winding and slitting tolerances. Material and/or printing defects can be detected by automatic camera inspection systems and are easily eliminated by the operators.

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.

CCL offers an extensive benefits package that includes: vacation and paid personal off, health, dental and vision insurance, 401(k) match up to 8%, company-paid life insurance and disability insurance, employee assistance program, flexible spending account, and tuition reimbursement.

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…