Customer Service Manager in Houston, TX at ITW Specialty Products

Date Posted: 6/7/2018

Job Snapshot

Job Description

Description Position at Valeron


Since 1965, Valéron Strength Films has specialized in manufacturing high-strength, cross-laminated high-performance plastic films used in hundreds of different applications worldwide. Our films offer unparalleled performance in demanding construction, packaging, tag and label and other strength and specialty film applications. Valéron Strength Films has production facilities in Houston, Texas and Essen, Belgium and a sales office in Shanghai, China.

Our team members are essential in developing innovative methods of continuous improvement, exceptional customer service and a safe work environment.   We believe having a diverse and inclusive team enables us to better serve our customers and contributes to the continued overall success of our organization. 

Valéron Strength Films provides a highly competitive benefits package, including medical, dental, 401(k), flexible spending accounts, employee assistance program and vacation.  Valéron Strength Films is proud to be an equal opportunity employer.


The Customer Service Manager is responsible for providing effective customer service for all internal and external customers by using excellent communication and interpersonal skills, in-depth knowledge of company products and computer programs as well as communicating effectively with team members within the Customer Service and Sales departments.  Responsible for managing prospects by qualifying leads prior to driving them through the sales pipeline. They engage in discussions with customers and potential clients to respond to requests, maintains House Accounts / non-strategic customers, and day-to-day interaction with customers & prospects.  Accurately assess situations, identifies key issues, and develops workable solutions.  Contributes to the company strategies, focus and initiatives.


Execute duties in accordance with established department and company policies and procedures.  Provide accurate, valid and complete information by using the right methods/tools.


  • Coordinate orders, samples, new accounts, other issues through our system and work with all related departments to ensure customer satisfaction.
  • Manage incoming communication and ensure that all requests for product information, literature, samples, etc. from Sales team, Customers and Prospects are fielded and pertinent data is captured in the CustomerNet.
  • Ensure that customer complaints are recorded into the Complaint Net system.  Monitor complaints until closed and issue credit as needed with direction from Quality. 
  • Identify and assess customers’ needs to achieve satisfaction & build sustainable relationships and trust with customers through open and interactive communication.
  • Monitor customer scorecards and facilitate improvements through engagement with related departments.

Order Management

  • Process orders accurately through order entry system with ongoing internal and external communication regarding any changes or issues. Monitor readiness and ship dates of customer orders to ensue on-time delivery.
  • Enter and maintain accurate Customer Profiles to specify individual customer requirements.
  • Invoice customers and bill and maintain consignment inventory.
  • Responsible for issuing shipping documents/QA Certs, customs paperwork (NAFTA, Certificate of Origin, Proforma Invoices, SLI (Shippers Letter of Instruction)) and any other needed documents for shipments, imports and exports.
  • Set-up new products/items with accurate information (end use, price, conversion factor, etc.) in a timely manner to ensure minimal delay in order entry.
  • Manage and maintain adequate inventory levels of stock items (internal & outside processors/warehouses) to ensure timely shipments.  Utilize MRD where established or evaluate customer order trends, forecast and plan order patterns with input from Sales team as needed.

Outside Processor Relations

  • Manage outside processing rolls in the system (“make” rolls, reconcile rolls, etc.) and scheduling coating, slitting or other processes to meet customer demands.
  • Coordinate with customer/plate supplier and outside processor correct specifications (via written correspondence) for printing, slitting, and packaging of material.

Inside Sales

  • Responsible for House Accounts / non-strategic customers/products and day-to-day interaction with customers & prospects.  Perform routine follow up calls and emails to inquiries.
  • Responsible for vetting and responding to web and general inquiries and routing qualified opportunities to the appropriate sales member for further development (strategic vs non-strategic).
  • Sourcing new sales opportunities through inbound lead follow-up and outbound cold calls and emails.
  • Establish price lists for key market segments (standard items) and manage quotes and pricing approvals.
  • Provide inside sales support for Sales Team and customers. 
  • Assist in completing sales projects including proposals and marketing where required.
  • Support market research initiatives with internet research, market interview support, generating reports, identify key players, etc.

General Responsibilities

  • Contribute to the strategic direction of the business.
  • Utilizes data/metrics to make decisions, drive focus and for improvement.
  • Reduce complexity in all processes using ITW Business Model (USa, MRD, In-Lining, etc.)
  • Maintain office supplies, sample room(s), sales literature and packets, assembly, and mailing for sales and customer requests.  Maintain customer premiums and wearables.
  • Provide back-up support for Customer Service and other departments in their absence.
  • Coordinate Management Team and customer visit conveniences, catering, expenses, travel, hotels, and transportation when necessary.
  • Assist in tradeshow preparation, including booth rentals, bookings, product and display shipments and other required items as needed.  Attend tradeshows to assist as needed.
  • Accurately comply with current ISO9001 standards & procedures.
  • Special projects and additional functions as deemed necessary based on business demands.


  • High School degree, general education degree or equivalent
  • 5 years’ Customer service/inside sales experience
  • Ability to type efficiently & quickly
  • Ability to perform basic calculations using tools provided (ex: square feet to yards)
  • Great Plaines proficiency a plus
  • Bilingual abilities are a plus (Spanish and/or Mandarin preferred)


  • Managing work: Effectively managing one’s time and resources to ensure that work is completed efficiently.
  • Initiating action & teamwork: Taking prompt action to accomplish goals beyond what is required; being proactive; collaboration.
  • Communication: Strong written and oral communication skills.  Ability to coordinate and communicate activities between internal departments as well as with external customers.
  • Planning and organization: manage multiple tasks and responsibilities simultaneously, attend to detail, process work accurately and in a timely fashion, and follow through on assignments to completion.
  • Reliability: Positive attitude, exemplary attendance, and reliable team member.
  • Technology: use technology, including Microsoft® Office products and must be able to learn and understand programs used (ex: Great Plaines, SO Engine).

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. 


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