Customer Service Manager - AJM Packaging Corporation

AJM is a leading manufacturer of high quality branded and private label paper products. Learn more about us at AJMPACK.COM

Customer Service & Sales Administration Manager

AJM Packaging Corporation

Bloomfield Hills, MI

Position Overview –

AJM Packaging Corporation, one of America’s leading manufacturers of sustainably sourced and produced disposable paper products, including paper plates, cups, bowls, and bags, is currently engaged in a comprehensive search for a uniquely qualified and exceptionally capable Customer Service & Sales Administration Manager to lead and manage both our customer facing service team as well as our internal sales support team.  Some applicants will, no doubt, have the requisite education, training and experience to do the job, but only a select few will also possess the less obvious intangible qualities needed to do it well. The successful candidate will likely differentiate themselves from other “would be” managers in a number of ways, most importantly by their passionate commitment to their job and to their customers, their “can do” attitude and their innate ability to command respect, set agendas, make decisions and, above all else, lead.

Reporting directly to the VP/Sales & Marketing, the new Customer Service & Sales Administration Manager will be responsible for working on an inter-departmental basis to promote and maintain customer-centric policies and procedures consistent with the company’s “customer first” agenda in furtherance of the company’s long-term goals and objectives. 

Responsibilities

• Hire, train, supervise and lead separate Customer Service and Sales Administration teams
• Regularly audit, evaluate and revise all processes and procedures, as necessary and appropriate, to incorporate “best practices” and ensure repeatability and survivability.
• Set-up and maintain all customer accounts and related databases and ensure all information, including, but not limited to, customer “Bill To”, “Ship To”, credit and contact information, as well as product specifications, pricing, allowances, incentives, commissions, cash and freight terms is accurate.
• Work with Sales, Manufacturing, Logistics and Finance to ensure all customer requests for pricing (i.e. RFP), information (i.e. RFI) and/or samples are fulfilled timely and accurately by the Customer Service team.
• Enter, track and revise orders, as necessary and appropriate, to comply with customer requests and/or ensure customer compliance with previously agreed up terms and conditions of sale.
• Monitor all customer KPI’s, including but not limited to On Time/In Full (“OTIF”) performance, in stock levels, complaints and compliance with various labeling, packaging, palletizing, routing and/or other requirements, notify key stakeholders of non-compliance and take all necessary and appropriate remedial action.
• Monitor daily “Order Issue Report (OIR) and, as necessary and appropriate, notify key stakeholders of any problems, work on an inter-departmental basis with manufacturing, purchasing, logistics and/or other interested parties to remediate any problems and escalate unresolved issues to successively higher management levels in pursuit of a satisfactory, if not optimal, solution.
• Monitor customer order patterns and year-to-date (YTD) performance and, as necessary and appropriate, notify key stakeholders, including sales representatives and sales management, of any anomalies in an effort to avoid or, at least, mitigate potential damage.

Qualifications

• Bachelor’s degree from an accredited four (4) year college or university or equivalent combination of on-the-job training, professional development, experience and education
• 10-12 years of work experience demonstrating steady personal and professional growth in fast paced, high volume Customer Service or similar customer facing positions, including at least four (4) years in management. Manufacturing experience preferred but not required.
• Intermediate to Advanced level Microsoft Office Suite skills (Word, Excel, Access, PowerPoint, Outlook, Teams) required.
• Strong management, leadership, organizational and administrative skills, able to multi-task and stay cool under pressure.
• Excellent verbal and written communications skills and ability to relate to internal and external customers and clients, alike, at all levels.

Benefits  –

At AJM, our comprehensive “Cafeteria Benefits Plan” truly set us apart from the competition.  Under the cafeteria plan you’ll receive a package of company paid medical, dental, optical, life and disability insurance coverage and be able to adjust the proportions spent on each coverage/benefit to suit your personal requirements and preferences.  You can even redirect a portion of the total spend to pay for homeowners, car and pet insurance premiums purchased at group rates.  Lastly, utilizing the Flexible Spending Account (FSA), you’ll be able to contribute a portion of your annual earnings on a pre-tax basis to pay for child and dependent care and medical, dental and optical insurance co-pays and deductibles.

Summary of Benefits –

• Medical Insurance (BCBS)
• Dental Insurance
• Optical Insurance
• Life Insurance
• Short & Long-Term Disability Insurance
• Cafeteria Benefits Plan
• Flexible Spending Agreement
• Health Savings Account
• Child & Dependent Care Savings Account
• 401 K Retirement Plan (with Safe Harbor Company Match)
• Tuition Assistance
• Employee Assistance/Wellness Program
• Paid Vacations
• Paid Holiday
• Paid Sick & Personal Time
• Professional Development Program (AJM University)

About Us –

AJM was founded as a manufacturer of paper and plastic products in 1957 by three (3) Detroit area brothers operating out of a small facility located at 6910 Dix Avenue on Detroit’s southwest side.  Originally a broad line distributor, the company gradually transitioned completely out of distribution and evolved  into a major paper products manufacturer, today employing nearly 3,000 people and operating eight (8) manufacturing and five (5) warehouse/distribution facilities strategically located throughout the United States.  AJM currently manufactures a full line of both plain and printed paper plates, cups and bowls and a variety of different types and sizes of paper bags for a multitude of different end uses and sectors.   We’re still family owned and operated and still manufacturing all of our products in the good old USA.

Career Development –

At AJM, we realize we will only go as far as our employees can take us and, for that reason, we invest millions of dollars every year on both classroom and on-the-job training to develop our employees’ skills and promote a culture of learning and continuous improvement.  There are no barriers to impede your progress here and no ceilings to halt your advance.  You’ll control your own destiny, and we will help you reach your full potential with both in-house development programs and tuition reimbursement for undergraduate and graduate level college studies.  Join our team and see where your AJM journey takes you!

For More Information –

Visit our website at www.ajmpack.com or call (833) 562-7256

Equal Employment Opportunities –

AJM Packaging Corporation is an equal opportunity employer and does not discriminate on the basis of race, religion, color, sex, national origin or other legally protected status.