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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 ( 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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