Customer Service Operations Leader
2 weeks ago
Join Portco Packaging in fostering an environment where we can PROSPER together.
The Customer Service Operations Leader plays a pivotal role in spearheading business expansion and success by overseeing and guiding the service team, which includes Account Managers, Schedulers, and Pre-press Coordinators. This position collaborates closely with the Sales and Service teams, partners with production, and guarantees service excellence and ongoing enhancements.
This role offers the potential for a global career trajectory.
Hands-on training is provided to ensure every employee is set up for success and career advancement.
Reach our objective of sustained growth, alignment, and exceptional relationships with both customers and employees.
Innovate and uphold Integrity to fulfill our mission of delivering the highest quality, safest, and most adaptable packaging solutions for our clients.
Values of Integrity, Engagement, Accountability, and Compassion form the foundation of our standards.
Every team member is valued; you are not just a number but a vital part of the Portco family.
Are you prepared to PROSPER together? If so, Portco Packaging has an excellent opportunity for you.
What does Portco represent?
Discover more about us through a brief video that encapsulates our essence:
Click Here
This is a full-time on-site role. Benefits include medical, dental, and vision coverage, short- and long-term disability, life insurance, paid holidays, and generous PTO accruals from day one.
Requirements
Key Responsibilities (not limited to):
Essential Functions:
- Guide, train, and mentor Senior Account Managers, Account Managers, and Schedulers as necessary.
- Formulate and execute service policies, processes, and standards.
- Establish performance objectives and develop service metrics and KPIs to ensure high customer satisfaction levels.
- Address escalated customer concerns and complex service challenges.
- Design, implement, and support continuous improvements to optimize machine capacity, meet customer demands, and enhance cost efficiency.
- Collaborate with other departments to ensure a seamless customer experience.
- Develop and execute purchasing strategies, build vendor relationships, and leverage purchasing power.
- Stay informed on industry trends and integrate relevant innovations.
- Experience in customer service, purchasing, and scheduling within a manufacturing context.
- Excellent communication, negotiation, and interpersonal skills.
- Ability to cultivate and sustain relationships.
- Proficient in analyzing data and metrics to inform decision-making.
- Proficiency in Microsoft Office Suite and familiarity with CRM and scheduling software.
- A valid driver's license and a clean driving record are required.
- Prior experience in sales, purchasing, customer service, or a related field is preferred.
- A Bachelor's degree in Management or a related discipline is preferred.
- 5+ years of experience in customer service, scheduling, and purchasing within a manufacturing environment.
- 3+ years of experience in a leadership or management role.
- Experience in multi-wall and flexible packaging is preferred.
If you answered yes - consider joining us at Portco Packaging.
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