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 60 cutting, slitting, laminating, printing 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 team of Account Managers (Customer Service Representatives) in creating a positive and profitable customer relationship between our customers and Budnick Converting. Our goal is that our customers will become long term, loyal business partners. This is created with a high level of communication, accurate information flow, and a desire to find solutions to problems. The Customer Service Manager will ensure that these beliefs are met to the highest degree possible.
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 and manage the team of Account Managers in the day-to-day customer service-related process and procedures.
- Subject matter expert for the Account Manager 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 Account Management representation is required.
- Assist in interviewing new Account Managers. Mentor and develop training schedule for new employees on the Account Managers 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 employee’s efficiency and output.
- In conjunction with the Inside Sales Manager, conduct timely and constructive performance reviews of Account Managers and recommend performance increases, retraining, transfers or termination.
- Creates and runs reports for management review when necessary.
- Develops an in-depth understanding of all systems and software related to order entry & customer service. Research, develop & implement new and innovative improvement for the team.
- Resolve problems and proactively engage with customers as needed to help resolve complicated issues.
- Participate on the Internal Audit team and help determine root cause and corrective actions for 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 & helps implement the plan(s) developed. Communicate ideas and accomplishments to the Inside Sales Manager.
- 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 communications skills required. Clear and effective communication utilizing the phone, email and virtual meeting software. Good organizational and problem-solving skills a must. Should have a working competency with all office equipment and business process and procedures. Good computer and mathematical aptitude.
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 a 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.
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: 2 plus years of business-to-business customer service management experience preferred. Epicor ERP software experience a plus.
Quantitative Data: Office Environment
Hours: 8:00am – 4:30pm, M-F
FLSA Class: Exempt
BENEFITS: We offer a full benefit package including the following that are paid 100% by the company: vacation, holidays, $25,000 of life insurance and short term and long term disability benefits. We also offer medical (premium cost shared with company), dental & vision insurance and a 401K retirement plan with a company match of 25% of the 1st 6% the employee contributes.
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