Customer Service Manager presso Opus Packaging

About the Role:

The Customer Service Manager in the manufacturing industry plays a pivotal role in ensuring exceptional customer experiences by leading and developing the customer service team. This position is responsible for overseeing the service department's operations, aligning customer relations strategies with business goals to drive customer satisfaction and loyalty. The manager will collaborate closely with sales department to identify opportunities for growth and resolve customer issues efficiently. By implementing effective customer service training programs, the role ensures that the team is equipped with the skills and knowledge necessary to handle complex inquiries and provide solutions promptly. Ultimately, the Customer Service Manager contributes to the company’s reputation and profitability by fostering a customer-centric culture and continuously improving service delivery processes.

Minimum Qualifications:

• Bachelor’s degree in Business Administration, Management, or a related field.
• Minimum of 5 years of experience in customer service roles, with at least 2 years in a supervisory or managerial position.
• Proven experience in the manufacturing industry or a closely related sector.
• Strong knowledge of customer service principles, service department operations, and sales processes.
• Excellent communication, leadership, and problem-solving skills.

Preferred Qualifications:

• Experience with Amtech software and service sales tools.
• Certification in customer service management or related professional development courses.
• Familiarity with inside sales strategies and techniques.
• Demonstrated success in driving customer satisfaction improvements and sales growth.
• Advanced training or experience in conflict resolution and team development.

Responsibilities:

• Lead, mentor, and develop the customer service team to achieve high performance and professional growth.
• Manage daily operations of the service department to ensure timely and effective resolution of customer inquiries and complaints.
• Collaborate with sales departments to support service sales initiatives and enhance customer retention strategies.
• Design and implement comprehensive customer service training programs to improve team capabilities and service quality.
• Analyze customer feedback and service metrics to identify trends, address issues proactively, and recommend process improvements.
• Coordinate with cross-functional teams to ensure seamless communication and alignment on customer-related matters.
• Develop and maintain strong relationships with key customers to understand their needs and enhance satisfaction.
• Monitor and report on service department performance, including customer satisfaction scores and sales impact.

Skills:

The required skills such as customer service training and customer relations are essential for developing and maintaining a high-performing service team that consistently meets customer expectations. Managing the service department and collaborating with the sales department requires strong organizational and interpersonal skills to ensure alignment and effective communication across teams. Problem-solving abilities are critical for addressing customer issues promptly and turning challenges into opportunities for service improvement. Knowledge of service sales and inside sales enables the manager to support revenue growth by identifying customer needs and facilitating appropriate solutions. Preferred skills like CRM proficiency and conflict resolution further enhance the manager’s capability to streamline operations and foster a positive, productive work environment.

About Us:

Opus Packaging is pleased to provide a competitive medical, vision, dental insurance package along with company paid life insurance for you and your family on your 1^st day of employment.  We also offer 401k, PTO, production bonus, safety bonus program and safety shoe reimbursement. 

Opus Packaging – Indianapolis is a premier packaging company and supplier of corrugated products. Our philosophy and values are the backbone of Opus, but it’s our employees who bring them to life. We know that the most important component of a thriving business is a thriving team. As part of the Opus team, you’ll never be treated like just a number.  We’re a family and we are honored by everyone who chooses to join us. In addition to delivering the best possible products to our customers, we strive to create the best possible work environment for our team.   At Opus we invest in each other and in our communities.  Apply today and grow with us!