Client Services Director (Customer Experience)

Moore Packaging Corporation specializes in Intelligent Corrugated Packaging Solutions, offering a diverse line of products and services to help customers compete in the global marketplace. From humble beginnings in 1979, Moore Packaging has grown to a team of over 250 employees, focusing on speed to market, quality assurance, and proven systems to exceed customer expectations and drive success.
The Client Services Manager plays an integral role in serving customers and providing support to our Service, Admin, Sales and Operations teams. This highly motivated, enthusiastic individual is responsible for managing a team whose mandate is to provide dependable and responsive service to our valued clients.

This role involves training, developing, coaching, problem solving, engaging, measuring, and actively managing the Client Services team. The Client Services Manager will execute the above duties while maintaining an active role in the day-to-day operations of the department. The Client Services Manager will participate in strategic initiatives to support the company’s continuous profit model while delivering on its value statement to provide an exceptional customer experience.

Results and performance driven. Demonstrate and exemplify Moore Packaging’s Core Values.
Ability to motivate and inspire staff to meet and exceed personal and team goals as well as the goals and objectives of the company.
Ability to effectively manage projects and complete them in a timely, accurate and cost-effective manner.
Ability to effectively conduct root cause/failure analysis and related investigations and then develop and lead corrective action implementation process.
Familiarity with a formal Quality Management System such as ISO is an asset.
Excellent organizational, time management, problem solving and conflict resolution skills.
Advanced understanding of ERP system software and Microsoft Office suite.
Demonstrate a customer-oriented mindset but also operate with the company’s best interests in mind

Active Management
Collect and analyze performance data, produce reports, identify variances, collaborate to problem solve to achieve requirements.
Address performance concerns as they arise and provide active coaching to resolve and improve. Conduct formal performance appraisals.
Training
Develop and lead training on specific topics or best practices to enhance team knowledge and performance.
Provide instruction and training on operating systems and daily guidance on responsibilities.
Identify gaps in training offering and implement new tools and resources as needed.

Liaison with Sales and Production, involve CSRs where required to effectively respond to customer’s needs. Collaborate with all departments, provide support as needed.
Provide support and backup where needed.
Monitor Project Manager daily – address variances.
Participate in PreFlight/Debrief meetings for high risk / high value items.
When customer issues arise, support the CSRs with coaching and guidance and provide issue remediation strategies; serve as escalated point of contact where required.
Minimum 5 years proven experience in a client services or customer service management role.
Experience in manufacturing, preferably paper packaging or similar sector is preferred.
Proficiency in English is required.

Post-secondary diploma or degree in business related field of study.

If you are passionate about providing outstanding client service and have the skills necessary to lead a team effectively, we encourage you to apply for this exciting opportunity.