Customer Experience Supervisor
Company: PAC Worldwide
Location: Middletown
Posted on: May 11, 2022
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Job Description:
Job Description It---s an exciting time at PAC Worldwide With
the rise in e-commerce, it---s a great time to be in the essential
industry of flexible packaging Our packaging is used in the
delivery of goods such as books, gifts, parts, paperwork, medicine,
household items, clothing, food and more. PAC Worldwide is
experiencing tremendous growth and we are proud to provide good,
stable jobs in safe environments. From competitive benefits, to our
employee-first company values, we are committed to investing in the
people we care about. We now have a formal program for team members
to move up in their roles, as well as opportunities to share in
PAC---s growth. We invite you to learn more The Customer Experience
Supervisor will manage a staff of Support personnel. Work with
Customer Experience Manager to develop policies and procedures to
ensure a consistent customer experience and satisfaction for all
PAC plants. Train and support CE staff to provide exceptional
service to the Sales team, internal departments and customers.
Helps to resolve major problems with orders, delivery dates or
service. Helps with defining our processes and create best
practices. Essential Duties and Responsibilities: --- Assist in
hiring, training and supervising the CE team at all PAC plants. ---
Help to develop customer experience policies and procedures to
ensure consistent customer service and satisfaction for PAC WW. ---
Troubleshoot and resolve non-routine customer complaints. Implement
tactics to de-escalate problem situations immediately. --- Helps to
resolve major problems with orders, delivery dates or service. ---
Work on new product development by coordinating with Operations,
Engineering, Sales and Quality Departments at all PAC facilities.
--- Help to drive PAC and Managements initiatives. --- Helps
develop, in conjunction with other departments, a ---Team---
culture that enables PAC to maintain an extremely high service
level for our customers. Advocate on behalf of our customers for
quality of product and reliability of process. --- Work on new
product development by coordinating with Operations, Engineering,
Sales and Quality Departments at all facilities. --- Will uphold
and follow the team commandments and our core values. --- Interface
with Operations teams, Sales Representatives and Customers from all
PAC locations and all other members of PAC management. --- Help
develop cost analysis and pricing strategies for current or new
business using company costing software tools. --- Will work with
CE Manager on providing direct reports with training, development,
and getting necessary redundancy within the CE department. ---
Other duties as assigned. Supervisory Responsibilities: yes
Customer Experience Support Staff (All PAC Locations)
Qualifications: General: --- Must be proficient in the use of
Microsoft Office programs, have excellent verbal and written
communication skills, and have strong mathematic calculation
capability. --- Must have the ability to use computer graphics
programs to review designs, layouts, and product configurations.
--- Must be detail oriented. --- Must have the ability to work
independently. --- Must be efficient with or able to be trained in
the use of Infor Visual Manufacturing or internal ERP software. ---
Must understand the packaging industry, preferably for both
paperboard and polyethylene products, including the manufacturing
process and equipment capabilities. --- Must have the ability to
adapt to rapid change and work in a fast-paced environment. ---
Must understand EDI processes. --- Must understand Metric and
English measurement units. Must be able to read and understand
die-lines, product diagrams and product specifications. --- Must
have excellent communication, planning, negotiation and
organizational skills and the ability to independently manage a
heavy workload. --- Must possess excellent communication and
interpersonal skills, as well as persistence in seeking out
required information, as needed. --- Must be able to travel
internationally as needed. Education and/or Experience: --- Must
possess 1-3 years Customer Service / Sales Management experience in
a manufacturing environment. --- Experience on the flexible
packaging industry preferably. --- Bachelor---s Degree preferred
Mathematical Skills: --- Must be capable of performing addition,
subtraction, multiplication and division. --- Must be capable of
performing calculations using both Infor Visual ERP and Excel
programs. --- Must possess excellent analytical and problem-solving
skills. Reasoning Ability: --- Must have the ability to solve
practical problems and deal with a variety of concrete variables in
situations where only limited standardization exists. --- Ability
to interpret a variety of instructions furnished in written, oral,
diagram, or schedule form. --- Excellent problem solving skills and
the ability to use these skills in support of the Packaging Design
function. Computer Skills: --- Must be computer literate and
efficient in the use of Microsoft Office programs including Word
and Excel. --- Must be capable of using ERP systems. Physical
Demands: The physical demands described here are representative of
those that must be met by an employee to successfully perform the
essential functions of this job. Reasonable accommodations may be
made to enable individuals with disabilities to perform the
essential functions. Requires standing and walking in a warehouse
environment. Must be capable of operating standard office equipment
such as a computer, copier, mail machine, printer, fax, stapler,
and other various pieces of office equipment. Must be capable of
lifting 10 lbs on an infrequent basis. Work Environment: The work
environment characteristics described here are representative of
those an employee encounters while performing the essential
functions of this job. Reasonable accommodations may be made to
enable individuals with disabilities to perform the essential
functions. Employee will be working in an office and warehouse
environment in order to perform the essentials functions of the
job. ABOUT US At PAC, you can go to work knowing that you are
helping to protect the things people care about, with a company who
protects YOU The packaging that we manufacture reaches virtually
all corners of the earth. Innovation and invention are as important
as ever to our growth moving forward. As we think of our humble
beginnings, we are proud of what we have accomplished and excited
for what the future holds. Come grow with us ZR LI-MS1
Keywords: PAC Worldwide, Middletown , Customer Experience Supervisor, Other , Middletown, Ohio
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