Customer Solutions Manager at Blower Dempsay Corporation DBA Pak West, Pacific Western Container (PWC), Pacific Flexible Solutions (Pac Flex), Pacific Conveyor Systems, Nexis, Diamond Marketing Group

Description

Blower and Dempsay (www.blowerdempsay.com) is a family-owned business in the heart of Santa Ana. Our mission is to help businesses throughout Southern California flourish through innovative packaging solutions.

We are experts in all areas of packaging and merchandising – concept development, planning, design, engineering, printing, manufacturing, consumer trends analysis, and project management.

We offer competitive benefits and the ability to work with a team of talented individuals.

We are seeking an experienced and customer-focused Customer Solutions Manager to lead our customer service team  The ideal candidate will be responsible for overseeing day-to-day customer service operations, while ensuring a smooth process for customer orders from inception to completion, and addressing all escalated customer inquiries and complaints. Responsible for ensuring high levels of customer satisfaction, managing a team of representatives, and acting as a key liaison between customers and internal departments (sales, warehouse, and logistics). 

Key Responsibilities:    

· Foster a positive and productive work environment that results in a high level of customer satisfaction

· Lead, train, and manage the customer service team to ensure timely, professional, and solution-oriented support

· Guide the team through complex transactions 

· Recruit, interview, onboard, and train new team members  

· Remain up to date on ERP System and current processes and provide ongoing training to customer service team 

· Develop and implement new customer service policies, procedures, and standards 

· Collaborate with the team to identify opportunities for process improvements and efficiencies

· Review and audit open orders, margin percentages, and any returns to ensure they are processed in a timely and accurate manner

· Monitor performance metrics (e.g., order accuracy, response times, satisfaction scores) and generate reports for leadership

· Coordinate with team members for scheduled and unscheduled time off to ensure duties are covered and there is no gap in order processing or the customer experience

· Handle escalated customer inquiries or complaints and resolve them promptly and effectively

· Collaborate with sales, warehouse, purchasing, and logistics teams to ensure seamless order processing and delivery 

· Manage assigned sales representatives and customer accounts to ensure the customer service team workload is equitable and manageable

· Identify trends in customer issues and provide feedback to internal teams to drive process improvements

· Ensure compliance with company policies and industry regulations

· Maintain positive customer relations, including customer site visits with Sales Reps, leading to increased repeat or referral business

· Manage the customer solutions team, communicate job expectations and perform appraisals and job reviews

· Stay current on industry trends and share with team to enhance skillsets 

· Communicate with other departments to enhance processes and develop opportunities for improvement

· Perform other related duties as assigned

Requirements

 Education:   

· High school diploma or equivalent: AA / BA preferred.  

· Knowledge of industry typically acquired through 2+ years of industry experience

Skills/Qualifications: 

· Excellent mathematical, analytical, and organizational skills required

· Excellent verbal and written communication skills, including effective interpersonal and conflict-resolution skills. Proactive with a sense of urgency in servicing internal team needs and external customers

· Inquisitive - will ask questions and is comfortable proposing a different method of vantage point if needed

· 3+ years of experience in a customer service leadership role, preferably within distribution, packaging, or supply chain industries

· Strong knowledge of order processing, logistics coordination, and CRM/ERP systems

· Proven ability to manage, coach, and develop a high-performing team

· Proficient in Microsoft Office Suite and customer service software tools

PHYSICAL REQUIREMENTS:

Regularly required to sit in an office environment and operate a computer. Regularly required to sit, bend, walk, reach. At times, may be required to lift and/or move up to 30 pounds.

Ability to perform the physical requirements stated above, with or without accommodation, are an essential function of this position.