Customer Service Manager

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Position Title:

Customer Service Manager

 

Pay Rate:

$86,800 - $115,700 (USCORE)

Multiple factors, including Individual experience, skills and abilities will determine where an employee is ultimately placed in the pay range. Variable pay may provide additional opportunities for financial awards. This job is eligible to participate in IP’s annual incentive plan.

 

Category/Shift:

Salaried Full-Time

 

Physical Location:

Indianapolis, IN

 

The Job You Will Perform:

 

SUMMARY

The Indy Retail Display Project Management Team Lead is responsible for leading a team of project coordinators and customer account coordinators whose mission is to facilitate the execution of customer orders for point-of-purchase displays and specialty packaging for the retail environment. The Project Manager Team Lead provides training and guidance regarding sourcing, estimating, order entry, and execution of orders and technical support to the sales and design departments and coordination with facilities within our Retail Display business as well as to IP clients, contractors, alliance partners, vendors, and suppliers.  This is an experienced “player-coach” role that reports to the Complex Project Management Team Lead.

 

KEY ACCOUNTABILITIES

• Lead the Project Management Department with primary responsibility for the safety and productivity of a team of professionals who are the center of all Retail processes
• Plan the necessary details to execute client orders and ensure that all departments, vendors, and suppliers act in concert to execute customer orders according to the client’s schedule
• Assist the facility in achieving client needs and serve as a liaison between plant production, inventory, and fulfillment personnel, designers, vendors, clients, and sales
• Oversee the development of order specifications; coordinate and assist in launching design requests; quoting and cost estimating (coordination with procurement); and order entry/management/closure details (inventory, quality issue resolution, excess stock and finished goods, invoicing, storage, etc.)
• Oversee the booking/scheduling of production orders to assure on-time delivery from the supplier to the client; maintain accurate and appropriate inventory of client finished and in-process materials; develop cost estimates to support sales initiatives; develop and maintain successful relationships with internal and external clients and vendors
• Support sales activities by initiating contact with and/or responding to client inquiries regarding accounts, products, or services; investigate and resolve client complaints using problem solving techniques and sound judgment
• Lead daily production meetings to ensure client orders are initiated, in process, completed, and reconciled; recommend order changes based on account and manufacturing/fulfillment knowledge
• Ensure and support coordinated information flow with internal and extern