Customer Service Manager

For over 76 years, Ernest Packaging Solutions has been committed to the success of our extended family, our customers, our employees, and the packaging industry itself. When you work with Ernest, you’ll enjoy the advantages of learning proven methods of success, a proactive approach, and having fun while earning what you’re worth with a lot of really awesome people.

Ernest Packaging Solutions is currently in search of a Client Coordinator Manager (Customer service manager) for our division located in Reno, NV. This is a full-time position that offers a competitive base salary, along with benefits, and a WONDERFUL company culture.

We are searching for a Client Coordinator Manager who will direct and manage our customer service department. You will be responsible for creating the optimum client experience. Identifies, hires, and trains client service oriented personnel with strong sense of urgency and detail oriented skill sets. This role is key to our success.

Essential Functions

• Directs and manages customer service
• Coordinates service center activities through planning with departmental managers to ensure that the total client service objectives are accomplished in a timely and cost effective manner
• Establishes and monitors overall department performance
• Provides leadership and training to accomplish company goals and objectives

Additional Responsibilities

• Mentor: Insures the development of staff through regular performance review as it relates to departmental objectives
• Trainer and Evaluator: Establishing training program based on needs of department, objectives of company goals. Ensures highest level of skill development and client satisfaction
• Coordinates the development of our new Client Relationship Managers as it relates to the successful development of leads, territory management, account opportunity tracking, and priority setting
• Outbound Call Center, Lead Generation and Customer Service Leader: Uses proven call center and service programs to engage clients directly and tracking of client satisfaction, allowing for long term relationships and in depth account penetration
• Best Business Practices: Measures comparative business practices, keeps up to date on new techniques and trains staff on efficient, effective client engagement
• Assures corporation has up to date files on each customer
• Establish promotional outbound programs to increase sales
• Assures all corporate policies and procedures are communicated and followed

Qualifications

• Bachelor’s degree from accredited university and over five years call center/customer service management experience or equivalent combination of formal education/training and experience in the industrial packaging or related industry
• Familiarity with call center and customer service set up and organization
• Working knowledge of CRM management systems
• Thorough knowledge of outbound calling techniques and customer service measurements of success
• Demonstrated ability to communicate effectively both verbally and in writing
• Background with distribution methods, process improvement programs, and procedures

Ernest Packaging Solutions