About the Role:At Hood Container Corporation, we're searching for a Customer Service Manager with a talent for building strong relationships. You'll partner with Production, Shipping, Management, Sales and the customer to maintain open communication, giving the customer thebest experience possible. As the Customer Service Manager, you'll lead our team of Customer Service Representatives to support customers, mill operations, transportation, inventory, and warehousing.How You Will Contribute:
- Participate in daily Production meetings and communicate summary notes to Management team (Sales, Shipping, and Production Team).
- Participate in a collaborative, cross-functional Sales Planning process; measuring and developing actionable improvement plans to meet key performance metrics.
- Provide market intelligence to the business by visiting customers to develop relationships and become educated on the needs of their business.
- Analyze inventory levels and make decisions to fill orders from inventory to best improve delivery time and manage to the lowest inventory levels.
- Responsible for companywide product knowledge and be able to make determinations of how to match with the customer's requirements and business needs.
- Oversee department operations: account management, estimating, order processing, inventory management, tooling coordination, etc.
- Evaluate and maintain customer service procedures to ensure efficient and robust processes.
- Provide overall direction, strategy, coaching, leadership, and training to CSR team.
- Proactively manage exceptions and be able to use discretion and influence to mitigate cost to serve.
- Responsible for freight cost management including strategizing, compromising, negotiating, and making order changes based on the business's and customer's needs.
- Manage Customer Reviews (pricing, specs, shipping, inventory changes, etc.).
- Manage and review min-max and inventory level processes.
- Responsible for Margin Management and evaluating data for growth opportunities.
- Track and reconcile weekly/monthly metrics versus established targets.
What it Takes:
- High school diploma, 2- or 4-year college degree preferred.
- 5 years of experience as a customer service supervisor or in a management role within the corrugated industry.
- Demonstration of dynamic communication and interpersonal skills, ability to work with all types of personalities.
- Results-driven, analytical mindset with a can-do attitude.
- Ability to seek and gain information from multiple parties in order to solve complex problems.
Our goal is to be a diverse and representative workforce, at all job levels, of the citizens and customers we serve. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.Our Story:Hood Container Corporation is a family-owned, mill-to-market company specializing in containerboard and kraft paper, corrugated boxes, high graphic displays, and contract packaging. Our commitment to customer happiness, employee well-being, environmental stewardship, and operational excellence drives our business. Over the last eight years, Hood Container Corporation has grown to become one of the top ten Paper and Packaging Companies in the United States. Our integrated company resources allow for a unique dynamic that evolves with every addition to our geographic footprint. We excel at offering the benefits of a large corporation while operating as a boutique business and building close relationships with our customers.Our Mission: Through our unwavering commitment to safety, innovation, and sustainability, we passionately deliver indispensable value to our customers, employees, suppliers, communities, and stakeholders.Our Vision: A unified culture that creates innovative customer solutions.HCC_SALARY