Customer Service Operations Manager

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Date: Apr 13, 2018

Location: Mason, MI, US

Company: Dart Container

At Dart Container, a vital piece of our mission in setting the Industry Standard of Excellence is through reliable service to each and every one of our customers. We are seeking a Customer Service Operations Manager to assist us in this mission by leading our Customer Service team of 6 supervisors and 50 hourly associates in day-to-day operations such as staffing, order processing and customer interactions, with a focus on responsiveness and resolution.

The ideal candidate for this role will be a service-driven and team-building individual who is an excellent communicator, has the ability to coach and motivate others and has experience managing large groups of individuals in a corporate customer service environment. This position will provide many unique opportunities to assist in the development and implementation of new processes and systems, including supporting the roll-out of Dart’s new CRM (Customer Relationship Management) software and leading transformation of our Customer Service operating model.

If you would like to play a key role in supporting the mission of Dart Container by guiding our Customer Service department, apply now!

Day-to-Day Role:

  • Oversee the management of Customer Service Supervisors and Representatives to provide resolution of issues in a timely  manner, and ensure that all outstanding items are resolved completely and accurately
  • Maintain and improve customer solutions that improve service levels, increase efficiencies and optimize operations
  • Implement and review standard operating procedures and ensure compliance of policies and practices
  • Collaborate with Supervisors and Training Manager to identify training needs based on current processes and changes
  • Monitor and analyze metrics to ensure a consistently high level of service is provided to our customers
  • Develop and implement reporting and analytics for the department;  implement objectives and actions as a result of information and analysis
  • Facilitate communication related to work assignments across stakeholders and departments to achieve service goals
  • Respond to escalated customer service issues for day-to-day operations in order to mitigate and identify a timely resolution

Leadership Responsibilities:

  • Plan, direct, supervise, and coordinate work activities of Customer Service supervisors and staff
  • Responsible for employee development, discipline, performance, appraisals, and administration of policies
  • Make recommendations regarding hiring, firing, and pay adjustments

Core Skills and Qualifications:

The ideal candidate must possess all of the following:

  • Bachelor’s degree with an emphasis in Business or related field of study
  • Five (5) years of experience working in a Customer Service or Contact Center office environment
  • Three (3) years of experience supervising a minimum of 10 direct and/or indirect reports with strong leadership and management skills
  • Excellent verbal and written communication skills necessary in order to influence decision making of individuals, groups, or work teams, and to explain difficult issues
  • Advanced skills in Microsoft Word, Excel and PowerPoint
  • Ability to utilize business sense and creativity to develop new ideas and solutions
  • Strong attention to detail and accuracy with strong organizational skills including the ability to prioritize workload to meet deadlines
  • Ability to streamline processes, integrate, and associate pieces of information gathered from multiple sources and apply to projects
  • Ability to exhibit creativity and flexibility in solving customer problems
  • Ability to identify issues, compare data, investigate and resolve discrepancies
  • Ability to maintain composure and adapt in a dynamic, fast-paced, customer-focused work environment characterized by rapid change, minimal lead times, and multiple competing priorities

Preferred Skills and Qualifications:

  • One (1) year of CRM experience

Overview: As the manufacturer of Dart® and Solo® brand products, Dart Container is an industry leading single-use food and beverage packaging company. With 15,000 employees and 40+ locations worldwide, Dart offers more than 4,000 products used every day in restaurants, hospitals, schools and homes around the globe.

Benefits: Dart Container full-time employees enjoy great benefits, including medical, dental, vision, life insurance, 401(k) with company matching contributions, paid vacation, paid holidays, short-term disability, tuition assistance, product discounts and more.

Dart Container is an equal opportunity employer and will consider all candidates for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, disability status, protected veteran status, or any other characteristic protected by law.

If you have a disability and need an accommodation to access this website or for the application process, you should call Dart at (800) 545-3278 Ext 3370 or email us at Relay calls can be made by dialing 711 or the relay number for your state.

If you experience difficulty applying online, you may call (800) 545-3278 Ext 3390 or email us at for assistance.



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Nearest Major Market: Lansing

Job Segment: CRM, Manager, Technology, Management

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