Customer Service & Ops Leader - Manufacturing Packaging

Socket.dev; Lancaster (Lancaster County); On-site; USD 80,000 - 95,000; Full time

Benefits offered by this job

Bonus

Paid vacation

Paid holidays

401k with match

Medical/dental/vision

Job summary

PCA, a Fortune 500 company, seeks a Customer Service Manager to lead the plant customer services function, ensuring on-time delivery, accurate order entry, and exemplary customer support. You will coordinate with scheduling, production, and shipping while guiding staff and improving service standards.

The role requires a bachelor’s degree and 7+ years in customer service, with strong MS Office skills and experience in hiring and coaching.

Qualifications

• Bachelor’s degree or equivalent required.
• Seven years in a customer service role.
• Experience in hiring, coaching, and performance management.
• Experience with order entry systems and customer invoicing.
• Proficient with Microsoft Word, Excel, and Outlook.

Responsibilities

• Provide ongoing support and direction to Customer Service Representatives to ensure accurate and complete order entry, processing, on-time delivery, and invoicing.
• Interact with scheduling, production, and shipping departments to maintain on-time delivery. Ensure customers’ expectations are exceeded, especially on first orders.
• Coordinate new customer requests for product samples, specifications, pricing, and availability with various departments i.e. design, sales, production etc.
• Provide on-going direction, guidance, training, and support to staff which includes making personnel decisions on employee hire, compensation, evaluation, and disciplinary action.
• Strive to continuously improve the customer service standards by establishing, developing, and supporting plant goals and quality standards.
• Investigate and resolve customer complaints including billing issues or credit requests, and communicate common problems to internal departments as necessary.
• Recommend changes and improvements to products, services, policies, and operations to better fulfill customer needs.
• Manage on-hand inventory levels and reconcile to customer orders, forecasts, and just in time schedules; including taking physical inventory at month end.

Skills

Customer service leadership

People management

Communication

Analytical skills

Attention to detail

Education

Bachelor’s degree

Tools

Order entry systems

MS Office

Job description

PCA, a Fortune 500 company, seeks a Customer Service Manager to lead the plant customer services function, ensuring on-time delivery, accurate order entry, and exemplary customer support. You will coordinate with scheduling, production, and shipping while guiding staff and improving service standards.

The role requires a bachelor’s degree and 7+ years in customer service, with strong MS Office skills and experience in hiring and coaching.