About this role
This position is responsible for leading all team efforts while ensuring balance between excellent customer service performance and inventory management. Oversight includes metrics tracking, analyzing data and developing action plans for continuous improvement, while striving to improve overall customer satisfaction.
This role is based in Elk Grove Village, IL, and supports four plants across Illinois and Indiana (two in Elk Grove Village, one in Valparaiso, and one in Indianapolis). The position leads a team of 7 Customer Service Representatives. Travel is required.
Responsibilities:
- Investigates and resolves any customer issues i.e. delayed backorders & performs root cause analysis to make improvements with cross-functional teams.
- Leads, trains, and develops a team of high performing Customer Service Representatives by holding meetings to discuss priority orders, team goals, training and new company information.
- Builds strong relationships with customers and actively solicits feedback about company performance, forecasts, and business trends; troubleshoots supplier/customer satisfaction ratings.
- Reviews, analyzes and executes replenishment planning for assigned product categories; manages purchase orders to support inventory plan & expedites orders based on customer demands/forecasts.
- Supports inventory strategies and policies by maintaining and auditing system data for assigned product lines i.e. customer product and pallet return process, customer credits and short pays.
- Provides input to operations team to help facilitate production and shipping schedules to meet requirements. Communicates changes that may negatively impact customers to sales/plant leadership.
- Reduces slow moving inventory (SLOB) by determining the supplies and materials needed for customer orders and manages process of expediting sales orders into shipments during incentive programs.
- Analyzes ordering patterns and sales data to aid in production and sales forecasting, communicates to plant leadership as necessary.
- Performs other duties as assigned.
Requirements:
- Bachelor’s Degree and 3-5 years of experience preferably in similar or related field. Experience exceeding 5+ years in customer service leadership role will be considered in leu of a degree.
- Previous customer service leadership experience with proven growth and demonstrated success
- Manufacturing experience strongly preferred
- B2B experience/Account management required
- Intermediate excel skills – pivot tables, VLOOKUP’s, data visualization
- SAP preferred but demonstrated competency in other ERP systems will be considered
- Experience with lean manufacturing practices, AR/AP accounting, forecasting, and sales order processes
- Detail oriented with strong analytical skills; Ability to multi-task well in a fast-paced environment
- Exceptional customer service skills in handling issues in both the interest of the customer and Mauser
- Entrepreneurial/self-starter– someone who can step in and drive efficiency and process improvement across the order management process
- This role requires travel (approximately 25% of the time) to support plant operations in Illinois and Indiana.
Do you want to work with people who are dedicated to innovation and making the world a better place? Do you want to build a career with a company that provides opportunities for growth and development?
Mauser Packaging Solutions is that company.
Our mission is to help our customers achieve better sustainability with their packaging. And we do that by giving our people the opportunity to do important work, solve interesting problems and be part of a diverse, forward-looking team.
At Mauser Packaging Solutions, you can be proud to work for a company that’s always striving to innovate and serve customers better—and help them be better stewards of the environment.
Whether you’re a seasoned professional—or just beginning your career—there’s a place where you can help make a difference at Mauser Packaging Solutions. Join us!
Mauser Packaging Solutions is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
Other facts
About Mauser Packaging Solutions
Mauser Packaging Solutions is a global leader in solutions and services across the packaging lifecycle, providing large and small metal, plastic, fiber and hybrid packaging worldwide to companies in industries from food, beverage, personal care and pharmaceuticals to chemicals, petrochemicals, agrochemicals and paints. Bringing together the very best of its four legacy companies— BWAY, MAUSER Group, NCG and ICS—Mauser Packaging Solutions offers its customers true sustainability at scale: of natural resources, supply chains, packaging performance and growth opportunities. Visit mauserpackaging.com.
What you'll do
- This role leads customer service team efforts, balancing excellent service performance with inventory management through metrics tracking, data analysis, and action plan development. Responsibilities include investigating customer issues, leading and developing the service team, managing inventory planning, and communicating operational changes.
Ready to join Mauser Packaging Solutions?
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