Customer Solutions Manager
Company: ePac Flexible Packaging
Location: Boulder
Posted on: May 22, 2023
Job Description:
ePac Flexible Packaging is a rapidly growing company with
locations across the United States, Canada, Europe, and Indonesia.
- Built on break-through digital printing, ePac is at the
crossroads of advanced technology and manufacturing. ePac's mission
is to provide locally-based consumer packaged goods companies the
ability to compete with large brands with great packaging. Our
customers are predominantly locally-based small and medium-sized
CPGs, many of whom are focused on creating natural and innovative
products for their consumers. Since opening our first manufacturing
facility in 2016, our mission has been clear - to help small brands
obtain big brand presence, give back to the communities we serve
and contribute to the creation of a more sustainable, circular
economy. -SUMMARY OF POSITIONThe ePac Customer Solutions Manager
will be responsible for the development and implementation of a
newly created customer solutions center and team. - In this role,
the successful candidate will establish protocols, KPI's and
operating standards for incoming (via phone call, email, chat
requests etc.) customer service requests. - In partnership and
collaboration with the ePac Inside Sales team, the Customer
Solutions Manager will be responsible for ensuring excellent
customer satisfaction by building protocols, metrics, and processes
to allow a team of Customer Solutions Representatives to quickly
respond and resolve customer inquiries, complaints, and problems
that may arise. - This individual will also serve as an escalation
point for more complex customer solutions needs. - This position
reports to the Vice President, Revenue Strategy and Operations.Pay
ranges from $60,000+ depending on skills and experience.ESSENTIAL
FUNCTIONS AND RESPONSIBILITIES -
Builds and implements processes and
protocol to allow team of Customer Solutions Representatives to
quickly and effectively respond to incoming customer contact
requests received via phone calls and through web related
communicationManages day-to-day activities related to incoming
customer solutions needs and offers consistent suggestions for
customer solutions contactflow.Develops and establishes standards
and operational proceduresCollects data on solution center traffic
to identify trends in volume and staffs according to needResolves
independently or escalates issues affecting customer complaints and
issues to the VP of Revenue Strategy and OperationsCollaborates
with peers to identify goals and opportunities for the customer
solutions teams and implements innovative solutions depending on
feedback received.Develops and manages training programs and
methods to increase the efficiency of the team.Sets up and follows
up on guidelines set to ensure overall goals are metMaintains
expert - understanding of essential aspects of ePac's workflow,
products, and business units to properly manage call flow.Develops,
tracks, and reports key performance measurements for the Customer
Solutions team.NON-ESSENTIAL FUNCTIONS AND RESPONSIBILITIES -
Assist with other projects as
assigned. -JOB KNOWLEDGE, SKILLS & ABILITIES
Proficient use of a technology stack
(CRM Tool-Salesforce, Contact Center Systems, Chat Service
Solutions, Google Workspace, ERP System)
Commitment to excellence and high
standards in written and verbal communicationAbility to understand
and interpret packaging requirements and customer initiatives to
ensure a successful customer experience.Ability to build a
high-performance team that reflects the ePac cultureExcellent time
management and multitasking skills -Driven and have a sense of
urgencyAdaptable and flexible -Great customer service skills and
action orientedCommitted to meeting and exceeding goals -Enjoys
working with a team and identifying growth opportunitiesAbility to
perform diversified clerical and technical support functionsAbility
to effectively communicate through multiple channels of mediaStrong
listening and comprehension skillsDemonstrate empathy while
maximizing opportunities to build rapport with the
customerEXPERIENCE AND EDUCATION
Minimum 2-3 years customer success or
inside sales experienceMinimum 2-3 years management
experienceFlexible packaging knowledge a plus but not requiredCRM
experience required ( Salesforce.com preferred)Experience in and
Google Workspace, Phone Systems -ePac 1Powered by JazzHR
Keywords: ePac Flexible Packaging, Boulder , Customer Solutions Manager, Executive , Boulder, Colorado
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