Customer Service Manager

Gerresheimer is a leading global partner to the pharmaceutical and healthcare industries. With its specialty glass and plastic products, the company contributes to health and well-being with production operations in 40 locations around the world. With close to $2 billion in revenue and 10,000 employees, Gerresheimer’s product portfolio includes pharmaceutical packaging and products for the safe, simple administration of medicines, such as insulin pens, in- halers, pre-fillable syringes, injection vials, ampoules, bottles and containers for liquid and solid medicines with closure and safety systems as well as packaging for the cosmetics industry. The business is organized into three divisions: Plastics and Devices, Advanced Technologies, and Primary Packaging Glass.

SUMMARY

The primary responsibility of the Customer Service Manager is to guarantee customer satisfaction by ensuring top-notch customer service. This hands-on position is responsible to service accounts assigned to the Manager, and also to plan, co-ordinate and control the activities of the customer service team to maintain and enhance customer relationships and meet organizational objectives.

EDUCATION and/or EXPERIENCE:

• Bachelor's degree or 5 to 1O years equivalent experience is required

• Well-developed business acumen. Preferred prior experience in manufacturing. Experience in glass manufacturing or pharmaceutical industry favorable

• Microsoft Office experience and MAP system experience required - SAP preferred.

• Strong leadership and ability to take initiative and motivate others

• Excellent verbal, telephone and written communication skills. Customer centric.

• Professional, positive an enthusiastic attitude

• Patience in stressful situations

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Responsible for managing the daily operations of the Customer Service Team to ensure customer needs and inquiries are satisfied in an efficient and professional manner.

• Act as liaison between customers and Company to provide optimum customer satisfaction. Will discuss any changes which would permit better plant efficiency while also meeting customer requirements.

• Coordinates various customer services functions between customer, accounts managers, plants and other related internal departments as necessary such as production planning, engineering and quality assurance etc.

• Investigate and resolve customer complaints or order issues. Will interact with plant Quality Assurance and Manufacturing departments regarding any customer quality issues.

• Provide decision making and problem solving assistance to Customer Service Employees in areas of

• Quotations I pricing
• New customer accounts
• Return authorizations, claims and credits
• Invoice Distribution

• Capitalizes on sales opportunities with new customer inquiries and supports accounts managers.

• Develops, analyze, and publishes department metrics including customer complaints, specific customer issues, complaint resolution, and other items related to customer orders in terms of policy and contractual requirements.

• Visit customers, as needed, to improve upon existing relationships

• Work with management on customer service initiatives. Isolate and identify areas of improvement within the Customer Service Department. Train customer service representatives.

• Ensure Department works within budget

• Maintain work area in a clean and professional condition

Observe all safety rules and regulations and perform job in a safe manner