Customer Service Manager - Remote

IPG - Intertape Polymer Group; South Carolina; Remote; USD 60,000 - 80,000; Full time

Job summary

An established industry player in packaging solutions is seeking a dedicated individual to join their customer care team. This role involves managing compliance reports, approving claims, and coaching customer care employees to foster a positive work environment. With a commitment to sustainability and innovation, this company offers a supportive culture where your success is valued. You'll have the opportunity to thrive in a stable environment with competitive pay and extensive benefits. If you're ready to make an impact and grow your career, this is the place for you!

Benefits

Competitive Pay

Extensive Benefits

Career Development Opportunities

Ongoing Training

Qualifications

• 2+ years in manufacturing customer service preferred.
• 5 years of supervisory experience in customer service.

Responsibilities

• Manage error reports for compliance and coach customer care staff.
• Approve claims and maintain reports for decision-making.

Skills

Leadership Skills

Negotiation Skills

Communication Skills

Organizational Skills

Time Management

Education

Business Degree

High School Diploma or Equivalent

Tools

Microsoft Office Suite

Job description

Are you ready to elevate your career? At IPG, we are more than just a global leader in packaging and protective solutions - we are a community that values safety, people, passion, integrity, performance, and teamwork. From tapes and films to packaging and protective products, as well as engineered coated materials and advanced packaging machinery, we develop innovative solutions that protect the world. Now, we are expanding our global team and looking for talented individuals like you!

Principal Accountabilities:

1. Manage overview error reports for CCR compliance to procedures and coach/train as necessary to support IPG policies and procedures.
2. Approve/deny claims and RA's (return authorizations) within matrix approval guidelines and initiate CAR (corrective action report) where dollar amount is $2,000 and above per occurrence.
3. Maintain up to date reports that assist in providing information to make decisions and plan activities for the customer care group.
4. Ability to negotiate with customers to benefit all parties.
5. Coach and direct the activities of customer care employees to establish goals and priorities that meet the company's business requirements.
6. Conduct performance appraisals for direct reports.
7. Interpret data and integrate numerous spreadsheets.
8. Demonstrated ability to multitask without loss of efficiency or accuracy.
9. Interact with internal contacts - Customer Care Reps, Managers, Directors and V.P. level.
10. Interact with external contacts - Customer feedback, account managers feedback on the assistance received from customer care reps.
11. Demonstrated quality leadership capabilities to promote a positive environment, foster teamwork, maintain turnover rate at or below targeted guidelines, promote continuous improvement initiatives to achieve the customer care vision.
12. Active participation and lead teams with the goal of improvements to Key Performance Indicators for the Customer Care organization.
13. Represent Customer Care in meetings with executives of various channels to support company initiatives.
14. Daily communication with internal peers and directors. Related tasks as requested by supervisor.
15. Other duties as assigned.

Essential Skills and Experience:

1. Business Degree is preferred. High School diploma or equivalent required.
2. 2+ years of manufacturing customer service strongly preferred.
3. 5 years of experience in supervisory or lead roles, within customer service.
4. Proficient in Microsoft Office suite required.
5. Excellent written and oral communication skills required.
6. Exceptional organizational and time management skills required.

Why Choose IPG?

At IPG, you will find more than just a job - you will find a place where your success is our success. We pride ourselves on a culture built around strong relationships, where every team member plays a crucial role in our growth. Whether it is through cross-department collaboration, continuous training, or sustainability-driven initiatives, we create an environment where you can thrive.

Our commitment to sustainability influences everything we do, from designing eco-friendly products to minimizing waste in our production processes. We are dedicated to building a greener future while providing safe, supportive workplaces for our people.

With over 40 years of industry expertise and a proven track record of growth and innovation, IPG offers a stable, secure environment where you can flourish!

We offer competitive pay, extensive benefits that support you and your family, and exciting career development opportunities. Whether you are looking to enhance your skills or advance your career, we offer ongoing training and the support you need to succeed. Think big, dream bigger, and make an impact with IPG.

You belong here. Join us today!

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Other

Industries

Packaging and Containers Manufacturing