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Description ProAmpac is a leading global flexible packaging company, and we are currently seeking a detail-oriented, eager and positive Customer Service Team Lead who excels in a fast-paced environment with a desire for continued learning and growth. (This is not a call center position) Why YOU should consider a career with ProAmpac: Safety First. It’s the top priority for our team. Advancement Opportunities | A place to build a future in a STABLE & GROWING industry. Strong Core Values: Integrity | Intensity| Involvement | Innovation | Impact Progression programs to build entry-level talent into top talent. Involved team-oriented training that sets you up for success. Bonuses and incentives that reward employees for their contributions. Outstanding Benefits (Full-time employees): 11 paid holidays & Great Paid time off (vacation) Employer paid life insurance Excellent 401k Match Wellness program that rewards you physically and financially And much, much more Essential Duties and Tasks To perform this job successfully, an individual must be able to perform each essential job function satisfactorily. Reasonable accommodations may be made, upon request, to enable individuals with disabilities to perform the essential functions. Professionally engage with customers to understand and meet their complex needs, offering in-depth advice and guidance on products and services, including but not limited to, specifications and applications, and assisting customers in making informed decisions. Provide tailored support for complex customer accounts, including custom requirements and unique service agreements. Completion of Customer Complaint Forms (CCFs) for thorough issue documentation and follow-up, ensuring all complaints are properly addressed and resolved. Utilize experience and knowledge to resolve advanced customer inquiries or issues, requiring in-depth problem-solving skills. Acts as a point of escalation for complex customer issues that junior CSRs are unable to resolve, providing guidance, mentorship, and on the job training to junior CSRs. Gathers customer feedback, conducting thorough analysis of customer account needs, performance, and processes, to drive continuous improvement in products, services, and customer service strategies. Identifying opportunities and suggesting solutions for process enhancement and increasing efficiency, to ensure seamless operations and customer satisfaction. Collaborate with internal departments, including but not limited to, sales services teams, production, logistics, sales, and finance to ensure seamless service delivery for assigned accounts. Oversee order fulfillment processes from entry to delivery, monitoring progress and addressing any issues or delays. May oversee financial matters and inventory levels as needed, including Accounts Receivable transactions. All other duties as assigned Qualifications, Education and Experience AS required; BS preferred 4-6 years' experience in a related field experience in a related field required. Previous experience handling multiple accounts is a MUST. Manufacturing and Leadership experience preferred. Experience using Microsoft Office Suite (Word, Excel, PowerPoint), Visio, Outlook Email, and calendar. Maintains strict confidentiality and protects privacy of confidential/sensitive information. Exceptional time management and organization skills. Ability to manage multiple tasks and projects simultaneously establishing priorities to meet deadlines. Ability to communicate effectively (verbal, written, and presentations) with executive leadership, staff, and internal and external clients. Qualifications Education Required Associates or better Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c) Job Category: Customer Service Full-Time