Customer Service Manager

We're Not Just in the Packaging Business–We're in the "Wow" Business

Pregis is in the packaging business to protect what matters. We are committed to providing our customers and employees sustainable growth through purpose‑driven innovation and customer‑centric packaging solutions. If you are looking for a company that is thriving across various high growth industries and is innovative, customer focused, high integrity, believes in strong teamwork and collaboration, Pregis is the company for you.

Check out the Pregis Purpose to learn how sustainability and social responsibility is at the very core of our company DNA.

Job Title: Customer Service Manager
Classification: Salaried-Exempt
Reports To: Director of Customer Service
Department: Customer Service

The Visalia Customer Service Manager will plan, coordinate and lead the activities of the customer service team to retain and enhance customer relationships. He or she will work closely with Sales and Operation Managers to create a customer centric environment that drives customer satisfaction and supports business growth objectives. The Visalia Customer Service Manager is responsible for providing support to all customers within the region and will be based in the Visalia, CA Pregis location.

Leadership

• Set the tone for customer service team’s culture, with emphasis on Safety, Quality, Profitability, and Customer-Focus.
• Recruit, mentor and develop customer service team members by creating an environment where they can excel through encouragement and empowerment.
• Drive team to meet Key Performance Indicator targets. Review existing company report and develop reports as needed to drive and track team performance.
• Co‑coordinate and manage customer service projects and initiatives.
• Ensure AOP budget spend requirements are met.
• Participate in monthly Visalia Business Team meetings and drive company business initiatives related to Customer Service.
• Plan, prioritize and delegate tasks according to top priorities.

Safety

• Drive a culture of safety within the customer service team and champion all Pregis safety initiatives.
• Ensure a safe environment for customers visiting the plant.

Quality

• Manage/review/track customer complaints and ensure they are resolved in a timely manner.
• Participate in and lead kaizen events related to customer service and quality issues; drive corrective actions.
• Identify and implement strategies to improve quality of service, productivity and profitability. Adopt and share best practices with other Customer Service managers.

Customer Focus

• Develop, implement and maintain service procedures, policies and standards.
• Review and maintain accurate customer records and documents.
• Handle complex and escalated customer service issues to ensure timely resolution and effective communication with customers.
• Visit customers as needed to maintain existing business and support business growth.
• Act as in‑house contact for Visalia Sales Managers, RTU Specialists, Systems Specialists, and Account Managers to foster effective teamwork with Customer Service.
• Liaise with company management to support and implement growth strategies.
• Collaborate with production and shipping teams to balance customer demand against capacity and supply; ensure decisions are made with the customers’ best interest in mind.
• Other duties as assigned.

• Ability to think strategically and lead large service center (6 or more CSR’s).
• Advanced multitasking and troubleshooting skills.
• Excellent knowledge of customer service principles and practices.
• Solid experience with customer service software, database and CRM tools.
• Excellent computer skills including MS Office; ability to manage and analyze large data sets and build customer trend models in MS Excel.

• Mainly office setting.
• The position environment may vary and require a combination of outside work and inside work.
• Based on the plant and time of the year, there could be varying degrees of high heat and cold weather.
• Moderate humidity levels.
• Moderate noise levels.

• Required to…