Customer Service Manager - Hi-Cone

ITW (NYSE: ITW) is a Fortune 200 global multi-industrial manufacturing leader with revenues totaling $16.1 billion in 2023. The company’s seven industry-leading segments leverage the unique ITW Business Model to drive solid growth with best-in-class margins and returns in markets where highly innovative, customer-focused solutions are required. ITW’s approximately 46,000 dedicated colleagues around the world thrive in the company’s decentralized and entrepreneurial culture.

Hi-Cone, a division of ITW,  is a leading global supplier of ring carrier multi-packaging systems for the Alcohol & Non-Alcoholic Ready to Drink (NARTD) beverage markets, providing sustainable secondary packaging solutions to major Consumer Packaged Goods (CPG) companies. 

If you work for us, here is a very short list of what you can expect from us:

• Predictable Schedule
• Competitive Health, Dental, and Vision Insurance with low monthly payments.
• Life Assistance Program with a variety of services and discounts.
• Basic Life Insurance for you and your dependents provided by ITW with additional Insurance available.
• Short and Long Term Disability paid for by ITW.
• 401K plans with Company match.
• ITW Provides a Gift and Volunteer Match Program for charities of the employee’s choice.
• Scholarship Programs to help your children succeed!

The Customer Service Manager is based on-site at Hi-Cone’s Itasca Division headquarters.  This person is responsible for strategic leadership and tactical coordination for the US customer service team.

The Customer Service Manager has an important role for both external customers and internal operations and is tasked with leading “best in class” customer service while ensuring we meet all CFMs (Customer Facing Metrics). 

The Customer Service Manager is proficient in key areas of supply chain management including order management, working with supply chain and operations to ensure we have sufficient inventory/MRD (Market Rate of Demand) levels, meeting customer lead times and proactively resolving any gaps.  A skilled leader capable of providing direction to the customer service team consistent with the company’s values, ensuring team compliance with all standard work practices and processes. The Customer Service Manager promotes an environment dedicated to exceeding customer expectations while at the same time fully aligned with the business, financial and operational objectives of the company.

Position Responsibilities

Customer Intimacy

• Responsible for driving “Best in Class” customer service that will lead to high customer engagement, satisfaction, and loyalty.
• Build strong relationships and connections with our customers, gain their trust, respect and seen as a valuable resource in supporting their business.  
• Continuously monitor and improve the customer experience, staying up to date with industry trends and best practices.
• Excellent written and verbal communication skills.  Proven ability to be persistent and persuasive yet flexible.
• Work with the Sales team to create a regular cadence to review customers’ forecasts, plant needs, promotional requirements and identify gaps to ensure we address them.
• Provide professional presentations to customers and leadership as needed.  Able to use pivot tables, complex spreadsheets and formulas.

Functional Leadership

• Collaborate and create positive relationships between key stakeholders such as Operations, Sales and the Customer to drive customer satisfaction.
• Be an advocate for the customer with other Hi-Cone functions to facilitate the highest level of customer service possible and identify and address any delays and gaps vs customer expectations, balancing customers and company needs.
• Monitors CFMs (on-time and shipments in full metrics and quality) on a regular cadence, collaborates with other functions to ensure compliance of MRD (Market Rate of Demand) levels and proactively addresses gaps or red flags to prevent customer dissatisfaction.
• Can negotiate skillfully in tough situations with both internal and external groups; can settle differences with minimal noise.  Knows when to be direct and compelling as well as diplomatic.
• Focuses on solving conflict, not blaming.  Keeps emotions under control; remains open to others’ ideas and willing to try new approaches.
• Act as the point of contact for any escalations for the Customer Service team and ensure timely resolution.

People Leadership

• Lead and coach the customer service representatives to create a high performing team.  
• Train, develop, and evaluate the customer service team using the performance management process.
• Develop succession plan.

Process Leadership

• Experience in creating, sharing and driving customer service KPI’s to ensure customer satisfaction.
• Has good business acumen, critical thinking and creative problem-solving skills.
• Possesses a continuous improvement mindset with experience in driving process & systematic improvements that improve customer satisfaction and help streamline processes to increase customer response time.
• Maximize daily order entry throughput.
• Proficient computer skills (ERP, Microsoft 365, etc…). 

Experience & Education Requirements

• 3+ years of proven experience effectively leading diverse Customer Service teams to exceed goals.
• Experience in a manufacturing environment.
• High School degree required. 
• Domestic travel as required, up to 30%.

Preferred Experience

• College degree.
• 5+ years of proven experience effectively leading diverse Customer Service teams to exceed goals.
• Experience servicing the needs of complex Fortune 200 CPG (Consumer Packaged Goods) companies as clients.  Highly desirable if he/she has worked in the beverage market.
• Bilingual English and Spanish.
• Experience working in Macola ERP system.

ITW is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law. 

ITW is an equal opportunity employer. We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential. 

As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship. 

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.