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Date: Feb 6, 2018

Location: Pleasant Prairie, WI, US, 53158

Year: 2018

Company: Customer Relationship Management

Requisition ID: 4261

Position Summary:

Oversee the activities of staff, hire, and train and evaluate staff.  Overseeing the reporting that is required for client’s needs.   Ensure that staff has the necessary resources to complete their work in a timely manner and within the SLA’s of clients expectations.  Set goals with staff that are motivational and develop the staff to grow while meeting the financial goals of the company.

Maintaining a good communication and working relationship with clients is critical to the success of the company and the client’s expectations.  Serves as a liaison between the client’s expectations and the operational output to meet or exceed established SLA’s.  Must develop a strong working relationship with peers that support clients business within the facility.

Perform other duties as required by the Business Unit Director.


Overall Responsibilities:

Responsible for the financial reporting of each client, including gathering data for invoicing, preparing invoices, forecasting to operations and finance on monthly volumes, and participating in the annual budgeting process.  Responsible for providing quality and efficient customer service through the daily management of a team of client service representatives to include motivating, recognizing and rewarding, coaching, counseling training and problem solving.  Working in a collaborative team environment responsible for achieving productivity and quality measurements for client services.

  • Leading and managing a team of Client Services Representative
  • Develop & maintain a well-coordinated internal relationship with key decisions makers within the organization
  • Establish relationship with Key customer
  • Review Customer SOW’s, ensure SLAs are met and monitor daily activities
  • Review of weekly Scorecard
  • Implementation of new process through the supply chain and drive continuous improvements to meet Quality standards
  • RFQ/RFP Procedure                      
  • Manage Quarterly Business Reviews
  • Invoicing of activities
  • Issue price books
  • Monthly EBIT reviews






Job Requirements:

  • B.A. or B.S. degree or equivalent work experience preferred
  • inimum five years Customer Service Management/Account Management experience, preferable working in Supply Chain
  • Must be able to work in demanding, problem solving orientated environment
  • Requires excellent communication skills
  • Must be assertive, analytical and able to establish priorities
  • Knowledge of manufacturing environments
  • Advanced Excel skills
  • Good working knowledge of SAP
  • Must possess financial analysis skills

Physical Demands & Work Environment: 

  • Ability to work overtime and flexible hours
  • Able to be stress resilient
  • Ability to travel occasionally

Standard General Security Roles and Responsibilities

  • Understand and adhere to policies, guidelines and procedures pertaining to ethics and compliance, the protection of Information Assets, integrity of customer transactions, proper and ethical utilization of access privileges and resources provided to perform the role. Fully comply with all provisions of the Company Code of Conduct, Acceptable Use Policy and Confidentiality Agreement.
  • Protect company assets, systems, proprietary and confidential information in accordance with arvato Confidentiality policy and Corporate Information Security Policies and Procedures.
  • Proactively report actual or suspected ethics and compliance violations, vulnerabilities, security incidents and breaches in the confidentiality, integrity or availability of Information assets as per the Company’s Incident Reporting Process.
  • Process personal data, client data and employer business specific data in accordance with customer contracts, company guidelines and federal and state requirements.

About our company:
arvato - the spirit of solutions!

We at arvato provide a comprehensive range of services and solutions to our business partners in the consumer electronics, high-tech, telecommunication, networking and industrial sectors. With more than five decades of experience and our global footprint we create value for our customers and ensure that they are well equipped for the challenges of their markets.

arvato is a part of arvato AG/ Bertelsmann, an internationally networked outsourcing provider. More than 65,000 employees design and implement solutions for all kinds of business processes across integrated service chains, for business customers from around the world. Its portfolio includes all services related to the creation and distribution of printed materials and digital storage media, as well as data management, customer care, CRM services, supply-chain management, digital distribution, financial services, professional and custom IT services, and the direct-to-customer distribution of educational media. arvato is a wholly-owned subsidiary of Bertelsmann SE & Co. KgaA.


Nearest Major Market: Kenosha
Nearest Secondary Market: Milwaukee

Job Segment: Service Manager, Telecom, Telecommunications, Data Management, Customer Service, Technology, Data