Career Opportunities with Inline Plastics Corp

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Current Opportunities at Inline Plastics

If you share our commitment to quality and a drive to succeed, we’d love to hear from you.

Customer Service Manager

Department: Customer Service
Location: Shelton, CT

This strategic position is responsible for the design and execution of a unified customer service strategy to address challenges and complex problems, and provide innovative solutions in the Customer Service space.

The successful candidate will be hands-on, adaptable and accustomed to operating in a structured and unstructured entrepreneurial environment, yet have the drive to continuously elevate the service levels by implementing defined processes and metrics. A natural leader, the incumbent will have excellent communications skills and a thoughtful, persuasive personal style. The role also must collaborate cross-functionally to improve the customer experience and foster the Inline Plastics Corp. service model.

Essential Function/Duties and Responsibilities

  • Direct and develop the Customer Service team through effective leadership, continuous improvement, training, and succession planning efforts;
  • Manage the Teams in the day-to-day operations of the department;
  • Build and maintain relationships with Inline Plastics Corp. customers at all levels:
    • Be a customer advocate “the voice of the customer”
    • Determine customer requirements and maintain customer satisfaction
    • Collect and analyze VOC (the “voice of the customer”) feedback
    • Ensure timely, efficient and accurate order taking and order processing
  • Work closely and collaboratively to provide support and solutions to the Inline Plastics Corp. group and ensure timely and appropriate problem resolution;
  • Find and implement opportunities for process simplification and customer experience improvements;
  • Develop, implement and be responsible for departmental metrics for continuous improvement;
  • Partner with the senior management team to align customer service department policies and systems with the company's objectives and ensure customer expectations are met;
  • Identify, develop and implement processes and procedures to ensure accuracy with customer order fulfillment, production planning and distribution of products to Inline Plastics Corp. customers;
  • Work with the Operations team to develop processes to ensure all customers have accurate and timely information on order status and/or changes;
  • Ensure pricing accuracy and that discrepancies are investigated and corrective action is taken to resolve the issue going forward;
  • Track departmental expenses and ensure budget is adhered to.

Education and/or Experience:

  • Bachelor's degree in business management or related field;
  • 8-10 years’ experience as a manager of a customer service team;
  • Solid exposure to logistics, pricing and quoting and manufacturing as well as exposure dealing directly with distributors;
  • Demonstrated success to develop tactical and strategic plans, and implementing them;
  • Proven ability to implement, analyze and use CS metrics systems, and the ability to interpret and present results to upper level management team;
  • Strong experience in both successful and turnaround environments;
  • Significant people management experience—day-to-day management, attendance, discipline, etc.
  • Hands-on manager that is prepared to work towards any task to achieve required results;
  • Knowledge of Six Sigma, Lean Processes and a Formalize Quality System would be beneficial.

Key Competencies:

  • Leadership – Provides clear direction and accountabilities, and delegates and distributes assignments and decisions appropriately. Monitors progress by maintaining dialogue on work and results, and provides appropriate guidance and direction based on people’s capabilities. Understands what motivates people and aligns work accordingly, invites input from others, and makes people feel that their contributions are visible and valued.
  • Adaptability – Manages complexity and learns quickly when facing new situations. Experiment to find new solutions, take on the challenge of unfamiliar tasks, and extracts lessons learned from failures and views them as opportunities to learn.
  • Innovation – Articulate and introduce innovative ideas and are new, better and/or unique. Constantly challenging yourself, the status quo and the organization, by asking “why and what if.” Encourages diverse thinking to promote and nurture innovation. Continually assess the market potential of a creative idea or solutions, and builds excitement in others to explore creative options.
  • Communication – Effective in a variety of communication settings: one-on-one, small and large groups, and among diverse styles and position levels – internally and externally. Ability to speak in front of a large audience with confidence and ease. Provides timely and helpful information to others across the organization.
  • Financial Acumen – Understands the meaning and implications of key financial indicators. Uses financial analysis to generate, evaluate, and act on strategic options and opportunities. Analyze and articulate quantitative and qualitative information to draw accurate inferences.

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