Customer Service Manager-Orora MPP Fullerton

 

 

Manufactured Packaging Products Orora (MPP Orora), a division on Orora Packaging Solutions, offers a wide variety of high-quality custom and stock corrugated products to customers in the United States and Mexico. With multiple locations throughout the U.S., MPP takes product from conceptualization through design and printing. In addition to superior customer service, MPP’s comprehensive range of capabilities includes state-of-the-art equipment, talented designers, bulk box capabilities, digital printing and much more.  It is with this passion and commitment to innovation, we believe in hiring and developing the very best talent by living our core values of Teamwork, Passion, Respect, and Integrity every day. These core values define who we are and how we operate. They shape the way we work with each other, with our customers, and with our communities. Every day, we deliver packaging solutions that exceed our customers’ expectations while solving complex problems as a team.  We believe that all team members (irrespective of their role or level), should aspire to distinctive leadership behavior, as we continue to deliver on the promise for our customers, shareholders and each other. Leadership is not tied to a job title, i.e. you don’t need to be accountable for a team to be considered a leader.

 

 

Position Summary

Manages a team of customer service representatives.  Ensures customer satisfaction, builds relationships, promotes and advises customers on our products and services, resolves problems; evaluates process efficiencies, etc. for the Division.

 

Primary Duties and Responsibilities

• Safety and Health of self, co-workers and visitors.
• Support and maintain ISO 9001 activities required within the scope of the position responsibility.
• High energy, friendly and professional greeting to customers; on-phone, in-person or email.  Ability to build relationships with customers to attract new and existing business.
• Ensures timely and accurate entry of orders received.  Ensures that requests for service is timely and thorough, does what is necessary to ensure customer satisfaction, prioritize customer needs; follows up to evaluate customer satisfaction.
• Anticipates and prevents problems; effective decision making; works on continuous process improvement; eliminating processes that do not add value and implementing processes which ensure customer satisfaction.
• Generate quotations and respond to RFQ’s in a timely manner. Follow-up on quotes to determine status and if order not won, find out why.
• Obtain market pricing feedback from customers for various product categories.
• Develop strong relations with accounts that result in sales growth.
• Product pricing within prescribed guidelines.  Through relationship and communication of value created by the company, earn a premium over competitive prices.
• Advise management of any special customer needs or situations that require their attention.
• Coordinate customer design requests and maintain design log for follow-up and completion.
• Ability to manage multiple tasks and projects; able to determine project urgency; creates action plans; organizes and schedules people and tasks effectively.
• Works to develop and improve direct reports by pursuing opportunities for continuous learning/feedback; constructive coaching; this includes performance management.
• Has the authority to initiate action to prevent the occurrence of any nonconformities relating to product, process and quality system; identify and record any problems relating to the product, process and quality system.
• Performs other duties and/or responsibilities as requested.
• Administrative duties such as attendance, vacation, etc.
• Ensuring that all direct report(s) co-workers meet his or her deadlines in all activities and organizational requests.
• Performs other duties and/ or responsibilities as assigned.

 

Qualifications

Education and Experience:

• BS degree in related field
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