Budnick Converting ®
Customer Service Manager
Budnick Converting, Inc., headquartered in Columbia, IL (in the St. Louis, MO metropolitan area), is a privately held and female owned corporation. Budnick’s primary focus is specialty converting of adhesive coated tapes and foams. Budnick remains on the leading edge of adhesive tape converting technology; currently utilizing over 70 die-cutting, slitting, laminating, printing (including flexographic printing), label making and spooling machines to convert materials into labor saving customized parts. For more information on Budnick, please visit our website at www.budnick.com.
SUPERVISES: Account Managers
POSITION PURPOSE: Customers are our 1st priority. In order to best serve our customers, the Customer Service Manager leads & directs the customer service team in creating a positive and profitable customer relationship between our customers and Budnick Converting. Customer Service Manager is responsible for leading and managing the customer service department to ensure exceptional service delivery, customer satisfaction, and operational efficiency. This role oversees daily operations, manages the customer service team, and works cross-functionally with other departments to address customer needs, resolve issues, and enhance the overall customer experience.
QUANTITATIVE DATA: Corporate office environment that will require the ability to remain in stationary sitting/standing position for a prolonged period of the time. Must be able to occasionally move about inside the office to access file cabinets, office machinery, etc., Constantly operates a computer and other office productivity tools, such as a calculator, copy machine and computer printer. This position requires frequent communication with customers and other employees; must be able to exchange accurate information in these situations both via phone and email. Occasional travel (10%) to customers and/or trade shows
ESSENTIAL FUNCTIONS:
- Lead, train and develop the customer service team in the day-to-day customer service-related process and procedures. Serve as the backup for Account Managers as needed handling their workload.
- Oversee workload and daily operations of the customer service department, ensuring timely and effective handling of inquiries, complaints, and requests.
- Work in the Budnick ERP system processing orders to develop an in-depth understanding of the system in order to be able to determine workflow and process improvements, efficiencies and issue resolution. Develop and implement customer service policies, procedures, and best practices.
- Subject matter expert for the customer service team, collaborating with other Budnick support teams to help implement process improvements that promote improved customer service and/or more job satisfaction.
- Attend planning meetings and other departmental meetings where customer service representation is required. Serve as the main point of coordination with Sales leadership.
- Assist in interviewing new customer service candidates. Mentor and develop training schedule for new team members on job functions, ensuring that employees are completely trained and knowledgeable.
- Provide regular feedback and coaching to team members to help them improve their skills and develop and achieve their goals.
- Establish regular measurable goals to assess employees’ efficiency and output. Monitor and analyze customer service metrics (e.g., response time, satisfaction scores, order entry volume) to identify areas for improvement.
- Conduct timely and constructive performance reviews of team members and recommend performance increases, retraining, transfers or terminations.
- Create and run reports for management review when necessary.
- Collaborate with sales, operations, accounting, quality, IT and other teams to ensure a seamless customer experience.
- Handle escalated customer issues with professionalism and provide resolution strategies working with the quality department to resolve those issues. Proactively engage with customers as needed in the resolution process, serving as the central contact for quality issues, complaints & RMAs.
- Help determine root cause and corrective actions for Quality Customer Feedback Reports.
- Proactively work with all departments to solve problems encountered by the customer (credit hold, miss-shipped product, vendor expedites, damages, defective products, etc.)
- Perform duties safely and maintain high level of safety awareness. Provide for the safety of the workers and the property.
OTHER RESPONSIBILITIES:
- Assist in the development of long-term strategies & help implement the plan(s) developed. Communicate ideas and accomplishments to management.
- Alert management to conditions that create delays or affect quality of production work in a timely manner, assisting in adjustments and changes needed to meet established deadlines.
- Follow operation standards and all department policies and company directives and assist with other projects and tasks as required by management.
KEY QUALIFICATIONS:
Skills: Excellent interpersonal and communication skills required. Clear and effective communication utilizing the phone, email and virtual meeting software. Good organizational, problem-solving & conflict resolution abilities a must. Working competency with all office equipment and business process and procedures. Good computer and mathematical aptitude. Strong leadership, coaching, and team-building skills.
Ability: Conduct business in a professional, positive and courteous manner. Listen effectively, respond clearly, write legible and read a variety of written orders/instructions. Must be able to accurately input data into ERP system. Work cooperatively with a variety of individuals utilizing an empathetic mindset. Adapt to interruptions, changes, emergencies, repetition and pressure without losing effectiveness and composure. Quickly grasp new concepts, approaches or systems. Employ resourcefulness when problem solving to meet customer needs. Strong customer focus and commitment to delivering outstanding service.
Education: High School diploma or equivalent required. Bachelor’s degree preferred. Course/Degree work related to general business, customer service or industry specific topics desired.
Experience: 5+ years of business-to-business customer service experience with 2 plus years of customer service management experience preferred. Epicor ERP software experience a plus. Proficiency in CRM systems a plus. Microsoft Office Suite knowledge required.
Hours: 8:00am – 4:30pm (in-office position)
FLSA Class: Exempt
Reports To: Business Systems Manager
Salary: $58,000 - $65,000 / year, paid bi-weekly, depending on experience. Eligible for profit sharing after 3 years.
BENEFITS: We offer a full-benefit package including the following benefits that are paid 100% by the company: vacation, holidays, $25,000 in life insurance and short-term and long-term disability benefits. We also offer medical (premium cost shared with the company – we pay 100% of premiums for employee basic plan), dental & vision insurance. Insurance benefits start on the 1st of the month after 60 days of employment. 401K retirement plan with a company match of 25% of the 1st 6% the employee contributes (match starts bi-annually after 1 year of employment). Reimbursement of travel expenses that includes meals, flights, rental cars, gas and hotels. Profit sharing starts after an employee has been with the company for 3 full years.
Our work environment includes:
- Modern office setting
- Casual work attire
- Regular social events
- Relaxed atmosphere
- On-the-job training
- On-site work out equipment
- Safe work environment
Interested Candidates should apply on-line at www.budnick.com, under About Us - Careers.
Equal Opportunity Employer
THE ABOVE STATEMENTS ARE INTENDED TO DESCRIBE THE GENERAL NATURE AND LEVEL OF WORK PERFORMED BY PEOPLE ASSIGNED TO THIS CLASSIFICATION. THEY ARE NOT TO BE CONSTRUED AS AN EXHAUSTIVE LIST OF ALL JOB DUTIES PERFORMED BY THE PERSONNEL SO CLASSIFIED.
Location:
340 Parkway Drive
Columbia, IL 62236
Hours:
M-F 8am - 4:30pm CST