DescriptionWhere you will work:Manchester Industries is proud to embrace a hybrid workforce model for specific positions. Our Company has proven success with hybrid roles while maintaining a collaborative and supportive work environment. This role is hybrid national with preference for incumbent to live within our Mendon, Michigan or Hagerstown, Indiana locations.At Manchester Industries, a Clearwater Paper Company, we provide unparalleled service and the best solutions in Paperboard Sales, Sheeting, and Distribution. Since 1978 we have helped our customers meet the daily demands of the commercial printing, publishing, point of purchase display, specialty packaging, and folding carton industries.The goal of Manchester Industries is to provide an exceptional service platform with our staff of committed employees. Through working with customers and suppliers together, we can find profitable and proficient solutions in this ever-changing marketplace.Through innovation and continual improvement in precision converting technology, we provide prime paperboard grades from leading mills to paper merchants and packaging companies. With vast inventories at Manchester's 5 strategic locations: Virginia, Pennsylvania, Indiana, Michigan, and Texas, we maintain 14 precision sheeters, 9 guillotine trimmers, 4 carton packing lines, and 2 slitter rewinders within 450,000 combined square feet of manufacturing and warehousing space.What you will do:Customer ServiceEnsures that customers receive industry-leading service, the team actively supports the business objectives, and acts upon key metrics such as order accuracy, on time and complete order delivery.Directly supervises the activities of the customer service team, with a constant focus on coordinating and unifying the effort with sales leaders, forecasting, scheduling, and transportation teams.Interacts with order fulfilment customer contacts when needed to find improvement solutions and solve problems.Regular contact and contributor to sales and marketing leadership in solving capacity-demand problems, customer experience issues and improving the larger organization's effectiveness.Track customer orders through entire process, (order entry, manufacture, shipment and delivery,) to ensure customer satisfaction and on-time deliveries.Facilitates timely and accurate daily second checks for all prime orders entered to ensure orders and customer POs are aligned and correct.May lead in the coordination of customer tours and visits, ensuring positive experience.Sales SupportProduct knowledge (paperboard types, suppliers, and available callipers carried by Manchester) stays up to date and informed of any changes and company policies.Pursue additional sales using product substitution and suggestive selling techniques.Follow up on sales opportunities with high potential.Maintain strong working relationship between customer service and field sales teams.Provide timely support of field sales and sales management.Coordinate and maintain pricing programs.Maintain accurate customer account information, database/systems.Maintain security of pricing information.Staff DevelopmentAccountable for developing customer service specialists in their roles as the primary voice to our customers, as well as advocating for their career development.Responsible for job performance evaluations for all staff.Provides system and processes training for new hires and the team as system and process upgrades and changes occur.On-board new employees and ensure development of team.Manage daily business flow.Maintain proper staffing levels to ensure customer satisfaction:Coordinate vacation timesMinimize or eliminate overtimeEnsure even distribution of workload within the teamProcess Improvement and CollaborationCreates and