Customer Service Manager - North Tonawanda, NY

About WestRock
WestRock (NYSE: WRK) partners with our customers to provide differentiated paper and packaging solutions that help them win in the marketplace. WestRock’s 50,000 team members support customers around the world from more than 320 operating and business locations spanning North America, South America, Europe, Asia and Australia. Learn more at www.westrock.com.

Customer Service Manager - North Tonawanda, NY


51 Robinson St
North Tonawanda, New York, 14120
United States

The Opportunity:  As a Customer Service Manager (CSM), you will define the strategy and business plan for front end operations, manage and lead customer service teams, and support strategic initiatives for the plant and the company. As a CSM, you will partner with production, shipping, executive management, and customers to achieve optimal customer satisfaction.
How you will impact WestRock:
Partner with production, shipping, maintenance, and scheduling teams to review product backlog and production performance to identify opportunities to optimize functional efficiencies
Review invoicing and A/R communications to proactively identify and resolve discrepancies
Balance production workload volume across plants in partnership with Production Planners and leadership when appropriate to support customer needs
Report out production status and forecast daily with production leadership and team to ensure customer needs are being met
Serve as an escalated point of contact for customer issues by supporting Customer Service Representatives with issue remediation and communication with customers as necessary
Participate in projects supporting plant and/or companywide strategic initiatives (e.g. margin enhancement efforts, overall equipment effectiveness efforts) by providing critical customer service expertise and insight to inform decisions and recommendations
Continuously communicate with Customer Service Representatives, manufacturing partners, and sales to align on the current state and ensure operational efficiencies are achieved to meet customer needs
Provide ongoing coaching and feedback to Customer Service Representatives to enhance their performance and support their career growth and objectives
Conduct annual performance reviews to drive enhanced performance and build capability in team of Customer Service Representatives
Coach and guide Customer Service Representatives to effectively support customers and resolve customer issues
Lead training for customer service representatives on specific topics or best practices to enhance their understanding and performance
What you need to succeed:
High School diploma or G.E.D.
Must have 5+ years of customer service related work experience
Previous experience in manufacturing industry is preferred
Proven track record of building relationships, customer service, and negotiations
Ability to adapt communication and interpersonal style to engage and influence a variety internal and external partners
Inspire others to develop themselves and seek out continuous learning opportunities by serving as a coach, role model, and mentor
Demonstrate a customer-oriented mindset and ability to operate with customers’ best interests in mind
Strong written and verbal communication skills to understand requests and problems, inform on status, and negotiate solutions
Ability to simplify and solve simple to complex issues with focus on root cause and quick solution development
Demonstrate collaboration and teaming skills across functions to resolve issues and achieve organizational goals

#NY
About WestRock (NYSE: WRK) partners with our customers to provide differentiated paper and packaging solutions that help them win in the marketplace. WestRock’s 50,000 team members support customers around the world from more than 320 operating and business locations spanning North America, South America, Europe, Asia and Australia. Learn more at www.westrock.com. WestRock is an Equal Employment Opportunity Employer committed to creating and maintaining a diverse workforce: Minorities/Females/Disabled/Veterans 

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