Customer Service Manager - Manufacturing Operations

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.

The Customer Service Manager is responsible for the managing the day-to-day relationships with new and existing customers. This role partners with Sales and Operations to manage all aspects of service to the customer. Provides day to day direction and coaching to team members and builds a customer focused culture.

Why work at MCC: 

• 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 two floating Holidays

Responsibilities:

• Manage priorities for customer service representatives/OE specialists and work with teams to manage heavy workloads.
• Proactively compile, analyze, and communicate pertinent customer information and data, such as historical forecast and trends.
• Build trusting, communicative, and indispensable relationships with customer. Understand customer's perspective. Know customer's business and challenges to proactively anticipate their needs.
• Responsible for team growth, training and coaching thru delivering regular feedback, including submitting annual reviews, opportunities for improvement and performance improvement.
• Addresses daily issues and assists customer service manager with team level loading.
• Manage customer expectations and provide reporting to customers/sales as requested.
• Encourage and support the team to build a strong team culture.
• Participates in special projects, meetings and performs other duties as assigned.
• Document concerns, follow through to resolution and disposition. Communicate and bring closure with Sales, Plant and Customer.
• Assist team members with gathering and relaying required information.
• Handle press proofs, process complaints/credits, research & assist in clean-up of open payment issues.

Qualifications:

• High school education or equivalent required; college degree strongly preferred.
• Approximately 5 years Customer Service experience within a manufacturing environment within Customer Account, Supply Chain, or Logistics department preferred.
• Minimum 3 years ERP, VMI, and/or other Order Management systems experience preferred.
• High level of accuracy, strong attention to detail, and excellent interpersonal skills.
• Self-starter with strong organizational and planning skills; goal oriented.
• Proficient with Microsoft Office; strong Excel skills, including ability to input formulas, perform analysis, create pivot tables, etc.
• Possess skills to prioritize, multi-task, and work in a fast-paced environment.
• Exhibits a safety-first attitude in all that is done, from proper personal protection equipment compliance to keeping the work environment safe and hazard-free. Compliance with all workplace and safety standards required.

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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