Client Services Manager / Customer Service Manager

Overview

Praxis Packaging is seeking an experienced Client Services Manager to join the team at the Production Facility in Randolph, NJ. This is a high visibility role that is critical to success. The Client Services Manager will lead and develop the Client Services Team. This is a working manager role that will oversee 2-3 employees and must balance leadership responsibilities with direct ownership of key customer accounts. Keys to this role will be strong leadership skills, outstanding customer service/relationship abilities, strong project management/organization/prioritization skills and a solid background in the pharmaceutical industry.

Responsibilities

• Lead the Customer Service Team to ensure customer satisfaction.
• Act as internal and external liaison for customers in support of sales and operational activities.
• Ensure all aspects of customer requirements are communicated clearly and timely to other groups to ensure prioritization and completion of customer orders.
• Directly supervise 2-3 Account Manager/Customer Service professionals.
• Maintain constant communication with customer base through phone, e-mail, and personal visits.
• Review sales invoices for completion and collection, work with Finance to ensure proper billing and payments.
• Ensure continuous training for the Account Management team throughout customer base.
• Develop standards to assist with training on customer accounts.
• Develop and/or modify internal policies to maximize service levels to customers as needed.
• Review daily workload against scheduling priorities.
• Ensure the timely receipt of orders and entry into the computer system.
• Handle all customer calls; respond professionally to inquiries and special requests from customers.
• Review individual quote/Purchase Order per the customer's pricing structure; as needed, participate as a member of the quote team.
• Work closely with Master Scheduler and Operations to ensure schedule and job completion meets customer needs.
• Monitor inventory and purchasing as needed on all Praxis supplied materials and all customer supplied inventories, establishing customer specific requirements.
• Meet with customers on new projects, changes to current procedures, and schedule prioritizing.
• Complete purchase order requests for materials needed for customer Purchase Orders.

Qualifications

• Bachelor's Degree or equivalent combination.
• 3-5 years of similar experience in a leadership role in the pharmaceutical or related industry.
• 3-5 years' experience as a supervisor with direct reports.
• Excellent customer service skills.
• Proficiency with MS Office programs: Word, Excel, and Outlook, required.
• Working knowledge of Enterprise Resource Planning (ERP) related software, preferred.