The Royal Group, a subsidiary of Schwarz Partners is currently seeking a Customer Service Manager to support our Addison, IL facility. The Customer Service Manager is responsible for ensuring the customers’ satisfaction and their needs are met. Coordinate with the Sales and Customer Service team the processes for new or modified items. Working closely with other departments heads to develop an understanding of the company products and services. Lead the department effectiveness, host meetings to brainstorm ways to streamline the customer service process.

The Royal Group’s mission is to provide value-added solutions to the most demanding customers.

ESSENTIAL JOB FUNCTIONS FOR THIS POSITION:

Interview, hire, train members; plan, assign, check and direct work; appraise, reward, create employee performance plans; address complaints and resolve problems.
Supervise, manage, and direct customer service representatives. Review and approve hourly members’ time, overtime, and vacation requests.
Review and suggest service-related procedures and train personnel to ensure quality service and output.
Oversee new orders and existing estimates and items to ensure accuracy and proper input into ordering system. Ensure team is following Warehouse protocol.
Recommend efficient order processing and follow up methods and procedures to improve departmental efficiencies.
Investigate order problems and respond to customers in a timely manner, interfacing with manufacturing on delivery inquiries. Keep GM, VP of Operations and VP of Sales informed of all problems and situations that may affect Company performance.
Review new and incoming orders and releases for appropriateness and efficiency of scheduled delivery dates and pricing and notify customers of order modifications. Make decisions if VP of Sales is not available to review.
Ensure timeliness of team’s QT9 input to facilitate external negative feedback, credit, and CAR/SCAR.
Ensure timeliness of team’s KnowBe4 and Convergence training. Pursue training and development opportunities for the team such as: supplier tours, Midwest internal tours at facilities and new machinery.
Monitor the department’s overall well-being. Are workloads evenly distributed. Are we assigning work to CSR’s strengths. Are we monitoring the department’s relationship with both customers and TRG sales representatives. Monitor relationships with Shipping, Operations, and other intracompany departments.
Ensure the CSR Team is responding the Accounting Department’s requests in a timely manner.
Uphold company policies, procedures including safety and applicable laws and regulations.
Regular and predictable attendance.
Additional duties as assigned by management.
Responsible for supervising employees engaged in customer service activities. Hire, assign and review work, remove ordinary difficulties.
Excellent crisis manager who demonstrates that he/she has a high emotional control under adverse conditions and can lead his/her personnel to a successful resolution.
Superior communication and teaching skills to function effectively as a teacher for his/her personnel.
Comply with company policies and procedures and all applicable laws and regulations.

REQUIRED EDUCATION / EXPERIENCE:

Five years of experience in packaging and design industry.
Five years of experience in a manufacturing environment.
Three years supervisory experience overseeing three or more people.
High School diploma or GED.

PREFERRED EDUCATION / EXPERIENCE:

Previous background in corrugated, paper, or similar manufacturing environment.
College education preferred but not required.
A combination of education and related experience also fully qualifying.
5 years of experience is a management role is required.

REQUIRED SKILLS & ABILITIES:

Ability to calculate figures; amounts such as discounts, interest, commissions, proportions, percentages, area, and volume.
Ability to compute rates and ratios.
Ability to generate and interpret graphical representatives.
Computer skills.
MS Office and knowledge of MS Excel.
Strong communication skills.
Ability to read and interpret documents such as business and performance reports, operating and maintenance instructions and procedure manuals.
Ability to write business reports and correspondence.
Ability to speak effectively before groups of customers, managers, and other employees of the organization.

AS AN INDUSTRY LEADER, THE ROYAL GROUP OFFERS:

Year-round employment for job stability.
Unlimited opportunities for growth, training, and career advancement.
Exceptional pay and great, affordable benefits (including life, medical, dental, vision, 401(k) with company match and more!).
A clean facility, featuring state-of-the-art technology.
A respectful, empowering, team-oriented and employee-friendly environment.
The Royal Group truly values our employees as our greatest asset and we strive to support both you and your family at work and in life.

If you would like to be part of a forward-thinking team with a family feel, culture of excellence, and customer-focused reliability, we want you to be a part of our team!

Our organization is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.