Customer Service Manager
Company: AALP, LLC
Posted on: September 20, 2022
All American Label & Packaging All American or AALP, is a
manufacturer born out of a need for a premier full-service label
company committed to excellence in product and service. We don't
want to just supply products to our clients, we want to partner
with them to deliver the best results possible to help build their
success and drive their products to the top.
In November of 2020 Heartwood Partners a private equity firm based
in, Norwalk, Connecticut made a significant growth investment in
All American and in March of 2022 merged with Western Shield Label.
AALP is headquartered in Dublin, CA, just outside of the Oakland,
CA area with an additional facility and operations in Memphis, TN.
With the merger with Western Shield the combined entities now also
have footprints in Southern California, Texas, and Ohio. The
Company has a very strong culture, where people are valued and
respected which has led to high employee retention, loyalty, and
ultimately the success and growth of the company. Please visit All
American's website at https://www.allamericanlabel.net/ and
Heartwood Partners web site at www.heartwoodpartners.com to learn
SUMMARY: In accordance with company policies, performs all
functions of personnel management to deliver service model results.
This requires obtaining and utilizing an in-depth knowledge of our
customer's and the products that we produce for them by
demonstrating analytical thinking, comprehending the use of company
business systems, and exceptional communication skills.
ESSENTIAL DUTIES AND RESPONSIBILITIES
The essential functions include, but are not limited to, the
-- Lead by example; strengthen customer loyalty by coaching CSR's
how to build positive relationships and handle day-to-day requests.
Championing the development of customer-focused solutions.
-- Establish, monitor and achieve customer service standards:
response time, phone greeting, out-of-office messages, order entry
-- Work with CSRs to achieve personal development and performance
goals; help train new CSR & provide input for performance
evaluations. Build, develop, and manage a high performing customer
-- Identify root causes and recommend corrective actions in
addressing customer complaints and problems.
-- Handle escalated complaints and resolve customer problems and
concerns. Finding mutually beneficial solutions when possible.
-- In-depth knowledge of ERP Systems.
-- Assist team members with gathering and relaying required
information; make decisions to expedite orders accurately and on
-- Provide input into capacity rationalization of new and existing
business, working with Sales, Scheduling and Operations functions
to meet fluctuating customer demands.
-- Support Team Leaders and CSRs when dealing with conflict or
difficult situations; work to resolve issues and determine when
Sales / Operations leadership needs to get involved.
-- Demonstrate expert knowledge of constructions, plant
capabilities/limitations, and operational procedures by teaching
CSRs as questions and troubleshooting arise.
-- Ensure customer access to CSRs by scheduling work hours, breaks,
meetings, and vacations with adequate backup coverage.
-- Work with corporate and plant leadership to implement and align
CS initiatives with plant operational goals & company growth
-- Lead special projects drive customer-focused process
-- Handle press proofs, process complaints/credits, research, and
clean up open payment issues.
-- Confirm charges, pricing, and miscellaneous charges. Add
necessary price breaks to existing quotes.
-- Process mass price increases due to transportation costs, etc.,
-- Bring forth ideas to expedite orders, resolve issues, cost
absorption confirmations, etc.
-- Implement and manage standard CS performance metrics; research
CS non-conformances and take corrective action.
-- Monitor customer inventory programs: coach Team Leaders and CSRs
on proactively working with customers to maintain agreed-upon
-- Develop and ensure standardized CSR training methods are
followed and onboarding methodology followed. Update on a routine
basis, as needed.
-- Provide input into building the annual plant sales budget and
monthly forecast. Manage process to ensure customer billings are
accurate, including exceptions and account reconciliation. Manages
to department budget.
-- Utilize Customer Service Representatives and other resources to
assist with the workload when needed.
-- Interview CS applicants; administer and evaluate assessments;
make final selection decisions for CS job candidates.
-- Support customer pricing function interactively by reviewing
capabilities, capacity and estimates.
-- Duties may be changed or additional duties
assigned.Qualifications and Education Requirements:
-- Associate's or Bachelor's Degree and three or more years related
experience and/or training; or equivalent combination of education
-- Previous supervisory and/or customer service experience in a
manufacturing environment; label, packaging or print environment
-- Demonstrated proficiency with computer applications, including
MS Word, Excel, and Outlook, PowerPoint. Radius ERP preferred.
-- Excellent written and verbal communication skills, High
-- Customer Service - Manages difficult or emotional customer
situations; Responds promptly to customer needs; Solicits customer
feedback to improve service; Responds to requests for service and
assistance; Meets commitments.
-- Interpersonal Skills - Focuses on solving conflict, not blaming;
Maintains confidentiality; Listens to others without interrupting;
Keeps emotions under control; Remains open to others' ideas and
tries new things.
-- Problem Solving - Identifies and resolves problems in a timely
manner; Gathers and analyzes information skillfully; Develops
alternative solutions; Works well in group problem solving
situations; Uses reason even when dealing with emotional
-- Judgement - Displays willingness to make decisions; Exhibits
sound and accurate judgment; Supports and explains reasoning for
decisions; Includes appropriate people in decision-making process;
Makes timely decisions.
Physical Demands: The physical demands described here represent
those that an employee must meet to successfully perform this
position's essential functions. Reasonable accommodations may be
made to enable individuals with disabilities to perform the
functions. While performing the duties of this position, the
-- Regularly required to talk or hear.
-- Frequently is required to use hands or fingers handle or feel
objects, tools, or controls.
-- Occasionally required to stand, walk; sit, and reach with hands
-- Occasionally lift and/or move up to 25 pounds.
-- Infrequently stoop, kneel or crouch
-- Specific vision abilities required by this position include
close vision, distance vision, and the ability to adjust focus. No
-- The noise level in the work environment is usually low to
AALP is an equal opportunity employer and makes employment
decisions based on merit and other legitimate business reasons. We
want to have the best available people in every job. Therefore,
AALP does not discriminate and does not permit its employees to
discriminate against other employees or applicants because of race,
color, creed, sex, gender, transgender status, age, sexual
orientation, national origin, citizenship, ancestry, religion,
marital status, military service/veteran status, physical or mental
disability, genetic information, medical condition, or any other
characteristic protected by local, state or federal
Keywords: AALP, LLC, Dublin , Customer Service Manager, Executive , Dublin, California
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