Customer Service Manager - International Paper - Terre Haute, IN

• Contributing member of the Customer Service Lead Team.
  


• Implements a customer service program within the framework of established customer service policies.
  


• Leadership responsibilities to include grow and develop direct reports and strengthen people skills to lead into other business roles.
  


• Provides direction and leadership to a customer support team. Manages all aspects of performance for the customer service team, including, but not limited to: one-to-ones, objective/goal setting, Contribution Summary Assessments and development plans.
  


• Directs new account setup, order and shipment entry including purchase and sales price entry, availabilities and allocation process, order entry and tracking, logistics pickup management, safe plant inventory levels, customer/supplier reporting and communications with key customers and suppliers.
  


• Leads customer service strategies to improve efficiency, profitability and customer satisfaction.
  


• Contributes and supports the development of enhancements (OEI and SAP) to improve business processes.
  


• Resource for Web Portal development that creates commercial opportunities.
  


• Defined project participation that supports business strategy.
  


• Aligns CS team with other business function teams. The teams include Plant Operations, Brokerage, Commercial National Accounts and Global Sourcing and any other shared resources to maximize both internal and external customer satisfaction.
  


• Strives to resolve all customer issues and inquiries on first call.
  


• Ensures that all IPR CS processes are aligned with IP internal compliance.
  


• Possess detailed customer service process knowledge- order entry through product delivery including transportation and documentation.
  


• Manage accounts receivable and customer credit within established guidelines.
  


• Supports other business segments to maximize transportation management.
  


• Leads CS team to fully support commercial focus of “Go To Market” strategy.
  


• Responsibility for business receivables and plant payables.
  


• More strategic focus on business results rather than problem solving.
  


• CSRs CSA Objectives are aligned with CSA Objectives of team supporting.
  


• The Customer Service Manager must have the ability to travel domestically up to 30% of the time.
  

KNOWLEDGE AND EXPERIENCE:

• Bachelors Degree is required
  


• Minimum of 5 years customer service leadership experience, preferably in recycling industry experience
  

• Must possess a customer focus for internal and external customers.
  


• Must work effectively to lead customer service team – driving results, measuring results, improving processes and holding teams and individuals accountable and using feedback effectively to improve teams and processes.
  


• The ability to multi-task and prioritize work effectively and assign tasks/responsibilities within the department.
  


• Strong organization, planning, priority setting
  


• Excellent communication skills – verbal and written
  


• Good interpersonal relationships with direct reports, peers, leaders and customers
  


• Strong problem solving, data analysis – must have OEI experience and have good Excel and Word skills
  


• Technical expert for customer service processes
  


• Excellent follow through – do what you say you will do – meet commitments
  

KEY COMPETENCIES :

• Drive for Results
  


• Organizational Agility
  


• Comfort around Higher Management
  


• Managing and Measuring Work
  


• Motivating Others
  


• Negotiating
  


• Customer Focus
  


• Presentation Skills
  


• Composure
  

International Paper is an Equal Opportunity Employer – Minorities/Females/Individuals with Disabilities/Veterans.