Manager, Customer Service

Overview

"Join us in building Careers and shaping Experiences Beyond the Box"

At Atlantic Packaging, every box tells a story and yours begins here. As a proudly Canadian-owned company with over 80 years of excellence in the corrugated packaging industry with operations within North America (Ontario, Quebec and United States), we’re committed to sustainability, customer excellence and community impact. Since 1945, we’ve supported local jobs and built a legacy of trust with our clients and team members. At Atlantic, your ideas matter, your growth is supported and your work makes a real impact.

The Opportunity

We are looking for a Customer Service Manager who will be responsible for leading the designated area team to support operations; ensuring high levels of client satisfaction, loyalty, and retention. Reporting to the Director of Sales Operations, this position requires the effective use of organizational and managerial skills, sales and product knowledge, department administration, operations, and human resource management skills.

The primary focus is to ensure the efficient operation of the department through effective management techniques and the motivation, training, and development of subordinates. Ensure effective delivery of service to all levels of internal and external customers. Build and maintain a strong customer focused team that complements the sales efforts and the needs of production. Working with fellow managers, and other cross functional teams to evoke better methods, processes or protocols to drive workflow efficiencies that improve employee productivity, well being, and support corporate goals.

What You’ll Do

Key Responsibilities

• Team Leadership & Management: Maintain a high - functional group, in a fast-paced environment.
• Provide clear and decisive leadership.
• Employee engagement scores are extremely high for this team which is due to high level of creativity, commitment, and clear communication with the group.
• Continue expected management responsibilities.
• Atlantic Packaging maintains aggressive growth targets and strategies; it is expected that these will be supported by all team members. Among expected individual and departmental performance requirements, exceeding expectation requires innovation through technology, minimizing risk through process control and adherence, and dynamic thinking.
• Operational Oversight: Oversee daily requirements of the individual and department needs, process adherence and support the team based on issues that may arise.
• Identifies opportunities and propose defined processes to support clarity, continuity between sites, workflow and increased efficiency.
• Review Notice of Disputes (NODs, nonconformances); drive to true root cause to ensure corrective actions plans are implemented and trained to all staff to eliminate common or new issues.
• Act as a final point of contact for escalated customer complaints and non-conformances that front-line customer service coordinators cannot resolve easily. Utilize proper objective evidence when needing process change with other cross functional teams.
• Work with other Customer Service Managers to ensure balanced workloads amongst the teams across the sites
• Change Management & CX Commitment: As processes evolves or new ones are created, billing willing to participate in the project team, and / or provide the structure, plan and ability to successfully implement the change required within the team and at times cross functional with or without the CX committee.
• Ensure that the performance management program is conducted and utilized to increase the capabilities of employees and is in line with the overall goals of the division and team.
• Atlantic Packaging strives for high Net Promoter Scores (NPS), it is critical to work with team members through continual guidance on how their daily work with customers impacts NPS.
• Safety And Compliance: Work safely, report hazards and unsafe conditions, and taking all reasonable measures to protect themselves and their co-workers.
• Work in compliance with the responsibilities as outlined in the Ontario Occupational Health & Safety Act and the Industrial Regulations and with the Company’s safe practices and procedures.
• Provide employees a physically & mentally safe environment to work.
• Data Reporting: Compile and analyze service statistics to identify trends and report performance insights to senior leadership.
• Cross-Departmental Collaboration: Liaise with design, graphics, sales, planning, and production teams to share customer feedback and improve the overall customer journey.
• Technical Expertise: Able to maintain knowledge of the corrugated industry and fully comprehend Atlantic Packaging products and services as it pertains to clients, orders, and overall organizational output.

What You'll Bring

• A bachelor’s degree in business administration, communications, or a related field is typically preferred.
• 5+ years of customer service experience and 5+ years in a supervisory or management role.
• Experience in the corrugated packaging or other related graphics arts industries.
• Microsoft Excel and other Office 365 tools and applications.
• CRM software (e.g., Salesforce, Zendesk, HubSpot), is an enhancement.
• Certifications: Professional credentials such as Certified Support Manager (CSM) or Certified Customer Experience Professional (CCEP) is an enhancement.
• Exceptional leadership, critical thinking, and patience are skills essential for managing both employees and customers.
• Highly organized and able to manage multiple ongoing situations simultaneously.
• Strong communication skills both verbal and written.
• Strong attention to detail and accuracy.
• Strong analytical and problem-solving skills

What We Offer

• Comprehensive health, dental and vision coverage (dependents included)
• Teamwork-focused culture with sustainability initiatives and social events
• A culture of appreciation through a point-based recognition
• Opportunities for advancement and internal movement
• Education assistance for continuous skill development
• Academic scholarships for employees’ children
• Safety equipment and PPE support program
• Retirement savings and wellness initiatives
• Employee Assistance Program (EAP)

Inclusion and Accessibility

Atlantic Packaging is committed to fostering an inclusive, accessible and respectful environment for all candidates. If you require accommodation during the hiring process, please contact our Talent Acquisition team—we’re here to support you.

We sincerely thank all applicants for their interest in joining Atlantic Packaging. While we appreciate the time and effort invested, only those selected for an interview will be contacted.

Please Note

Candidates who are 18 years or older are required to complete a criminal and background check. Details will be provided through the application process.

Hiring Range: $89,000 - $100,000 per year. A candidate’s experience and knowledge may be factored into the pay a candidate receives for this position. This posting is for an existing vacancy.