Customer Service Manager - Manufacturing Operations - Multi-Color Corporation

Build your Career with an Industry Leader    

As the global leader of premium labels, MCC helps brands stand out in competitive markets and inspire positive consumer experiences. Backed by over a century of printing experience, MCC is focused on the future by developing consumer-driven innovations and sustainable packaging solutions. Working for our team, you can truly make a difference.    

In accordance with company policies, performs all functions of personnel management to deliver MCC’s World Class Service model.  This requires obtaining and utilizing an in-depth knowledge of our customer’s and products that we produce for them by demonstrating analytical thinking, comprehending the use of MCC’s business systems and exceptional communication skills.  Directs and manages department to ensure that proper procedures are executed to endorse compliance.   

Why work at MCC:   

• Compensation: $70K - $77K annually
• 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 

Responsibilities:  

• Safety: Champion all aspects of personal and plant safety and housekeeping for the customer service team.
• Culture: Lead and model customer intimacy, championing the development of customer-focused solutions.
• Customer Relationship: Champion the plant(s) relationship with new and existing customers, working with the 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.
• People: Build, develop and manage a high performing customer service team to support the short-term and long-term growth of our customers.
• Service Goals and Objectives: 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
• Capacity Rationalization: Provide input into capacity rationalization of new and existing business, working with Sales, Scheduling and division Business Optimization functions to meet fluctuating customer demands.
• Customer Service: Manage order entry process from start to finish, including but not limited to order entry system, production estimates, work and shipping/receiving instructions.
• Service Recovery: Manage customer complaints and concerns process with a focus on facilitating issue resolution at the plant and overall communication, internally and to the customer.
• Vendor Management: As appropriate, when assigned through Customer Service, manage and support vendor relationships for the Plant, including freight carriers, print tools, and raw material suppliers.
• Training: Develop and ensure standardized CSR training methods are followed and onboarding methodology followed. Update on a routine basis, as needed.
• Financial: Provide input into building the annual plant sales budget and monthly forecast. Manage process to ensure customer billings are accurate, including exceptions and account reconciliation. Manage consolidation of shipping information, including cost management.
• Values: Model the Company Values. Conduct oneself in an appropriate, business-like and professional manner, building strong relationships both internally and externally.
• New Business: Support customer pricing function interactively by reviewing capabilities, capacity and estimates.
• Safety: Assure the safety of the associates and the safe use of the equipment.
• Teamwork: Build strong relationships with the members of the plant management team and contribute to the goals and objectives of the other functional areas represented.

Qualifications:  

• Passion for providing great service to customers.
• Business or marketing degree.
• 5 - 10 years of demonstrated experience managing in a customer service environment
• Proven experience in a fast-paced, revenue generating, manufacturing environment.
• Present a professional appearance at all times.
• Experience at developing customer service metrics a plus.
• Proven project management skills.
• Ability to scope/create business processes.

Diversity & Inclusion:  

MCC fosters an inclusive culture that respects and embraces our teammates’ diverse backgrounds and experiences, so that everyone can achieve their full potential here. We aspire for our company to truly reflect the diversity of our customers and the markets we serve. We are committed to equal opportunity for everyone, regardless of peoples’ gender identity/expression, age, language, sexual orientation, ability, race, socioeconomic status, national origin or other characteristics.  

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