Customer Service Manager
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At a glance
Job overview
Multi-Color Corporation MCC is hiring a Customer Service Manager. The Customer Service Manager will lead a high-performing team to deliver exceptional customer experience, championing customer relationships, strengthening service performance, and driving proactive solutions. This role focuses on supporting growth, quality, and operational excellence, shaping team capability, service standards, and the brand's customer experience.
Key focus areas include Lead and model customer intimacy, championing the development of customer-focused solutions., Champion the plant(s) relationship with new and existing customers, working with sales associates., and Build, develop and manage a high performing customer service team..
Successful candidates bring Four Year College Degree Or Equivalent and Travel Within North America. Important skills include Problem Solving, MCC's Business Systems, Communication, Customer Intimacy, Customer-Focused Solutions, and High Level Computer Skills.
Skills & qualifications
Skills
Qualifications
Benefits
Full job description
Experience Required
2 - 4 years
Minimum Education Required
High School Diploma/G.E.D.
Compensation
$7.25 / hourly
Hours Per Week
40
Number Of Positions
1
Work Schedule and Shift Requirements
First (Day)
Job Description
Build your Career with an Industry Leader
Multi-Color Corporation is the global leader of premium printed label solutions, helping brands stand out in a competitive marketplace while inspiring positive consumer experiences. With a truly global network of over 12,000 teammates and facilities spanning across more than 25 countries, we strive to combine our global reach with the personalized touch of local service. Come join us as we revolutionize the packaging industry in supporting our customers to help create emotional connections with iconic brands.
The Customer Service Team delivers MCC Label's World Class Service m odel by providing clear, concise, and timely information regarding our customers' purchase orders and shipments. This requires obtaining and utilizing an in-depth knowledge of our customers and the products that we produce for them. This will be achieved by demonstrating analytical thinking, comprehending the use of MCC's business systems and exceptional communication skills.
As the Customer Service Manager, you will lead a highperforming team dedicated to delivering an exceptional customer experience at every touchpoint. In this role, you will champion customer relationships, strengthen service performance, and drive proactive solutions that support growth, quality, and operational excellence. This is a highly visible leadership opportunity with meaningful impact-shaping team capability, service standards, and the customer experience that defines our brand.
This is an onsite role at our Bowling Green, KY facility.
Why work at MCC:
Compensation: Competitive Compensation
Generous benefits package including medical, dental, vision, disability, life insurance and 401(k)
Paid Holidays: New Years, Memorial Day, Fourth of July, Labor Day, Thanksgiving, Day after Thanksgiving, Christmas Eve, Christmas Day, plus 2 floating Holidays
Responsibilities:
Lead and m odel customer intimacy, championing the development of customer-focused solutions.
Champion the plant(s) relationship with new and existing customers, working with the sales associates to ensure all aspects of service to the customer, such as schedule, quality of product, on-time delivery, and service recovery issues are resolved.
Build, develop and manage a high performing customer service team to support the short-term and long-term growth of our customers.
Establish, monitor and achieve customer service and shipping and receiving operating metrics, such as on-time delivery, service recovery turnaround and complaints, average response times, NPS, and customer effort.
Provide input into capacity rationalization of new and existing business, working with sales, scheduling and division business optimization functions to meet fluctuating customer demands.
Manage order entry process from start to finish, including but not limited to order entry system, production estimates, work and shipping/receiving instructions.
Manage customer complaints and concerns process with a focus on facilitating issue resolution at the plant and overall communication, internally and to the customer.
As appropriate, when assigned through Customer Service, manage and support vendor relationships for the Plant, including freight carriers, print tools, and raw material suppliers.
Develop and ensure standardized CSR training methods are followed and onboarding methodology followed. Update on a routine basis, as needed.
Manage process to ensure customer billings are accurate, including exceptions and account reconciliation. Manage consolidation of shipping information, including cost management.
M Odel the company values. Conduct oneself in an appropriate, business-like and professional manner, building strong relationships both internally and externally.
Support customer pricing function interactively by reviewing capabilities, capacity and estimates.
Build strong relationships with the members of the plant management team and contribute to the goals and objectives of the other functional areas represented.
Qualifications:
A four year college degree; or two to four years related experience and/or training; or equivalent combination of education and experience
Strong knowledge of manufacturing operations, methods and practices.
This position requires high level computer skills; excellent written and verbal communication skills; prior customer service management experience and technical printing knowledge helpful.
Ability to travel within North America
This position requires the incumbent to drive a motor vehicle, use color vision, hearing, sitting for prolonged periods, speaking and articulating, on a constant basis, stand walk use hands to finger, handle or feel; reach with hands and arms; talk and hear.
This position requires the incumbent to stoop, kneel or crouch or and lift/ and or move up to 10 lbs. on an infrequent basis
Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.
The noise level in the work environment is minimal.
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For over a century, Multi-Color Corporation (MCC) has crafted premium labels for the world's most iconic and recognizable brands. Our labels elevate emotional connections with consumers and help brands stand out in competitive markets. Honoring our rich history as a market leader, we focus on the future by developing sustainable packaging solutions and consumer-driven innovations.
MCC combines global reach with the personalized touch of local service through our network of facilities across 25+ countries. More than 12,000 teammates come together to make our industry-leading work possible and bring our True Colors to life. Join us at MCC, where every product is Labeled with Care. Learn more at www.mcclabel.com.
If you need assistance or an accommodation in applying, please contact our Human Resources Department at [email protected].
Multi-Color is committed to providing equal employment opportunities and prohibits discrimination based on r ace, color, r eligion, s ex, national origin, age, disability, veteran status, or any other protected characteristic under applicable law.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
Job Type
Full time
Benefits Offered
Not specified
Veteran Preference
No
Place of Work
On-site
Requisition ID
23273
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