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Customer Service Manager

Company: AALP, LLC
Location: Dublin
Posted on: September 20, 2022

Job Description:

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 more.

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 following:
-- 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 process, etc.
-- 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 service team.
-- 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 time.
-- 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 strategies.
-- Lead special projects drive customer-focused process improvement.
-- 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., as needed.
-- 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 inventory levels.
-- 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 and experience.
-- Previous supervisory and/or customer service experience in a manufacturing environment; label, packaging or print environment preferred.
-- Demonstrated proficiency with computer applications, including MS Word, Excel, and Outlook, PowerPoint. Radius ERP preferred.
-- Excellent written and verbal communication skills, High Emotional Intelligence.

Competencies:
-- 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 topics.
-- 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 employee is:
-- 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 and arms.
-- 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 color deficiencies.
-- The noise level in the work environment is usually low to moderate.

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 law.PI190798852

Keywords: AALP, LLC, Dublin , Customer Service Manager, Executive , Dublin, California

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