C.R. Gibson, a leading designer, marketer and manufacturer of memory books, social books, stationery, photo albums, and other gift items that commemorate life’s celebrations, is currently seeking a Customer Service Manager for their Nashiville, TN office.

The Customer Service Manager is responsible for managing the mass market Customer Service team in expediting the operational process of meeting customer requirements, ensuring quality product and on time delivery.  

Job Functions (partial list only):

1.       Supervise the mass market Customer Service department and team including schedules, overtime authorization, recruiting, training plans, performance development, management of reporting activities and maintaining budget and spending within approved guidelines.

2.       Responsible for evaluation, implementation and customer service/order processing components of new enterprise program. Prepare instruction for EDI, closeout and manually entered orders.

3.       Represent department on all internal and company wide IT and process improvement teams. Function as user team lead for implementation projects. Plan, direct, and coordinate special projects from Sales and Management within prescribed timeframe and funding goals.

4.       Analyze and enforce current processes and procedures while initiating new process and procedures to gain efficiencies, cost savings, and improve service levels to internal and external customers.

5.       Responsible for customer account management to include, account set-up, order verification, entry of current pricing and cross references pertaining to an account/season, follow-up on daily outstanding orders, negotiate and qualify requests on return product, expedite shipments, issue credits, create return authorizations and ensure vendor compliance. Analyze customer base using tracking sheets, KPI’s, customer grading and other tools.

6.       Maintain daily/weekly contact with managers and sales reps in order to provide updates on accounts and review needs. Work closely with accounting and customers to research and resolve credit issues.

Bachelor’s degree in Business Administration plus 3-5 years of relevant experience in a manufacturing environment. Candidate must display a proven ability to lead and motivate a team, communicate effectively, interact with all levels of an organization, multi-task and effectively problem solve. Experience with Microsoft Office required. Please note that only local applicants will be considered - no relocation will be offered with this position.

Please email or fax a cover letter and resume to:

C.R. Gibson

Attn: HR

Fax: 570-207-7825

heather.trudnak@papermagic.com

Pre-Employment Drug Testing Required

EOE Employer