Customer Experience Supervisor

Company: PAC Worldwide
Location: Middletown
Posted on: May 16, 2022

Job Description:

Job DescriptionIt'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 preferredMathematical 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 USAt 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