Job Title: Customer Service Manager

Department: Customer Service

Reports To: VP of Sales/Marketing

ABOUT THE ROLE:

Come be part of an amazing team! Admiral Packaging, Inc. is a packaging company located in Providence, RI. While we have been in business for 127 years, we currently find ourselves in a phase of rapid change and growth. Ideal candidates will want to work in an environment that is fast paced, challenging and fun!

SUMMARY:

The Customer Service Manager oversees the customer service department including all activities, personnel, and processes, including order entry; order/shipment status; complaint and credit processing; customer information maintenance and all aspects of providing excellent customer service to our customers.

DUTIES AND RESPONSIBILITIES:

• Manages, directs, and supports Customer Service Representatives. Evaluates performance and all customer service duties in line with company strategies to achieve customer satisfaction.
• Directs Customer Service activities and sets team and individual performance goals.
• Analyzes data to identify, propose, and implement needed improvements.
• Responsible for training Customer Service Representatives in customer relations techniques, order processing procedures, and software systems.
• Manages workload in Customer Service Department to provide excellent response to customer orders, questions, and complaints.
• Collaborate with cross-functional teams to resolve customer issues promptly.
• Provide support administration to company website and social media accounts.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Excellent interpersonal and communication skills, both written and verbal.
• Thorough understanding of customer service protocols.
• Excellent organizational skills and attention to detail.
• Strong analytical and problem-solving skills.
• Strong supervisory and leadership skills.
• Proficient in learning new software applications.

EDUCATION AND EXPERIENCE:

• Associate or bachelor’s degree in business administration, Sales, Marketing or related discipline, preferred.
• 2+ years of experience as a Customer Service Manager, preferred.
• 2+ years of supervisory experience, required.
• Knowledge of Microsoft Office, Dynamics, and SharePoint a plus.

SALARY

$80,000-$115,000 commensurate with experience.