Manager, Customer Service

About This Role

The Customer Service Manager ensures exceptional customer satisfaction and retention for Liberty Packaging – Omaha by leading, training, and developing a team of customer service representatives. This role involves implementing best practices for order processing and inventory management while collaborating with cross-functional teams to enhance the overall customer experience.

Responsibilities

• Lead and manage a team of customer service representatives through the execution of internal programs, processes, and standards to meet customer needs and maintain high customer satisfaction
• Develop and implement policies, procedures, and standard work to ensure efficient and effective customer fulfillment needs
• Monitor customer engagement to ensure quality, accuracy, and adherence to company policies
• Lead teams through the resolution of escalated customer issues and complaints, providing prompt and satisfactory resolutions
• Ensure data governance standards and practices are established for Encore system and oversee account maintenance for data information accuracy
• Develop and maintain customer scorecards, metrics, and reports, providing regular updates to customer service team and leadership
• Own inventory agreement processes and ensure data is updated in systems during demand changes
• Implement strategies to enhance customer satisfaction and retention, implementing and managing change effectively across functions
• Build and deploy training materials to ensure customer service team development
• Foster a positive and motivating work environment, promoting teamwork, open communication, and customer-centric mindset

Requirements

• Bachelor’s degree in business administration, marketing, or related field OR equivalent combination of education and experience
• 3+ years of team leadership experience
• Previous experience in customer service, customer support, or customer-facing role
• Proficient in using customer service software, CRM systems, and other relevant tools
• Strong leadership and team management skills
• Excellent communication and interpersonal skills
• Exceptional problem-solving and conflict resolution abilities
• Analytical mindset with the ability to interpret data and draw actionable insights
• Detail-oriented with excellent organizational and time management skills
• Customer-focused mindset with a commitment to providing exceptional service
• Flexibility to adapt to changing priorities and business needs

Qualifications

• Bachelor’s degree in business administration, marketing, or related field
• 3+ years of team leadership experience or an equivalent combination of education and experience, plus previous experience in customer service, customer support, or customer-facing role.

Nice to Have

• Previous experience with Encore and JD Edwards systems
• Previous manufacturing experience
• Experience managing and implementing changes

Skills

* Required skills

Benefits