** Customer Service Manager**

Customer Service Mason, Ohio

**Description**

**Build your Career with an Industry Leader**

Multi-Color Corporation and Fort Dearborn have merged and are now the worlds largest prime label and packaging supplier. Join the new MCC and you will have the opportunity to become part of an organization that is committed to excellence and industry leadership for over 110 years.

In accordance with company policies, performs all functions of personnel management to deliver MCCs World Class Service model. This requires obtaining and utilizing an in-depth knowledge of our customers and products that we produce for them by demonstrating analytical thinking, comprehending the use of MCCs business systems and exceptional communication skills. Directs and manages department to ensure that proper procedures are executed to endorse compliance.

**Responsibilities:**

* Culture: Lead and model customer intimacy, championing the development of customer-focused solutions.

* Customer Relationship: Champion the plant(s) relationship with new and existing customers, working with the sales associates to ensure all aspects of service to the customer, such as schedule, quality of product, on-time delivery, and service recovery issues are resolved.

* People: Build, develop and manage a high performing customer service team to support the short-term and long-term growth of our customers.

* Service Goals and Objectives: Establish, monitor and achieve customer service and shipping and receiving operating metrics, such as on-time delivery, service recovery turnaround and complaints, and sales forecast dollars.

* Capacity Rationalization: Provide input into capacity rationalization of new and existing business, working with Sales, Scheduling and division Business Optimization functions to meet fluctuating customer demands.

* Customer Service: Manage order entry process from start to finish, including but not limited to: order entry system, production estimates, work and shipping/receiving instructions.

* Service Recovery: Manage customer complaints and concerns process with a focus on facilitating issue resolution at the plant and overall communication, internally and to the customer.

* Vendor Management: As appropriate, when assigned through Customer Service, manage and support vendor relationships for the Plant, including freight carriers, print tools, and raw material suppliers.

* Training: Develop and ensure standardized CSR training methods are followed and onboarding methodology followed. Update on a routine basis, as needed.

* Financial: Provide input into building the annual plant sales budget and monthly forecast. Manage process to insure customer billings are accurate, including exceptions and account reconciliation. Manage consolidation of shipping information, including cost management.

* Values: Model the Company Values. Conduct oneself in an appropriate, business-like and professional manner, building strong relationships both internally and externally.

* New Business: Support customer pricing function interactively by reviewing capabilities, capacity and estimates.

* Safety: Assure the safety of the associates and the safe use of the equipment.

* Teamwork: Build strong relationships with the members of the plant management team and contribute to the goals and objectives of the other functional areas represented.

**Qualifications:**

* A four year college degree; or two to four years related experience and/or training; or equivalent combination of education and experience

* Strong knowledge of manufacturing operations, methods and practices.

* This position requires high level computer skills; excellent written and verbal communication skills; prior customer service management experience and technical printing knowledge helpful.

* Ability to travel within North America

* This position requires the incumbent to drive a motor vehicle, use color vision, hearing, sitting for prolonged periods, speaking and articulating, on a constant basis, stand walk use hands to finger, handle or feel; reach with hands and arms; talk and hear.

* This position requires the incumbent to stoop, kneel or crouch or and lift/ and or move up to 10 lbs. on an infrequent basis

* Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.

* The noise level in the work environment is minimal

**Other considerations:**

* MCC offers a competitive wage and generous benefits package including medical, dental, vision, disability, life insurance and 401(k).

MCC welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. MCC Label is an equal opportunity employer.

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