May 17, 2018

Customer Service Manager

ePac Flexible Packaging - Boulder, CO

JOB TITLE: Customer Service Manager
DEPARTMENT: Operations
LOCATION: Boulder, CO
REPORTS TO: General Manager/VP of Operations/Director of Operations
FLSA STATUS: Exempt
EMPLOYMENT STATUS: Regular Full-Time
APPROVED BY:
REVISION DATE: 5/15/2018

ePac Flexible Packaging is focused solely on the quick turn-around, short run flexible packaging market. With multiple locations across the USA, ePac offers pre-media, digital printing, laminating, and pouch making services based on state-of-the-art digital printing. ePac is the first company ever to be developed from the ground up around the latest wide-web digital printing technology. ePac is built to harness the full power of digital technology, today and in the future.

SUMMARY OF POSITION

The Customer Service Manager manages customer jobs from order approval to finished product, including all front office and production aspects.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

-Assists in estimating for customers
-Support production planning, scheduling, and communicating to customers
-Communicates with customers on updates for projected timelines for projects
-Improve customer service experience, create engaged customers and facilitate organic growth
-Role will take and deploy best practices between all ePac sites to ensure consistent customer experience
-Take ownership of customers issues and follow problems through to resolution
-Set a clear mission and deploy strategies focused towards that mission
-Develop service procedures, policies and standards
-Keep accurate records and document customer service actions and discussions
-Support the continued improvement and accurate usage of current CRM System (SalesForce)
-Analyse statistics and compile accurate reports
-Recruit, mentor and develop customer service representatives
-Keep ahead of industry’s developments and apply best practices to areas of improvement
-Control resources and utilise assets to achieve qualitative and quantitative targets
-Adhere to and manage the approved budget
-Maintain an orderly workflow according to priorities
-Meeting with other managers to discuss possible improvements to customer service
-Involvement in staff recruitment and appraisals
-Training staff to deliver a high standard of customer service
-Leading or supervising a team of customer service staff

NON-ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

-Sends out sample products to customers
-Orders office supplies
-Packages orders for delivery
-Assists employees with tasks when staffing is an issue
-Performs other duties as assigned

JOB KNOWLEDGE, SKILLS & ABILITIES

-Flexible packaging knowledge a plus
-Knowledge of estimates and customer expectation
-Time management skills
-Basic IT structure knowledge
-Excellent knowledge of management methods and techniques
-Working knowledge of customer service software, databases and tools
-Strong client-facing and communication skills
-Communication skills that allow you to inform, help and advise customers clearly and to liaise effectively with other professionals
-Listening skills, to understand exactly what customers require problem-solving skills
-Confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations
-Motivational skills and an ability to supervise and lead a team of customer service assistants
-Creative thinking, to be able to come up with new ideas to improve customer service standards
-An ability to work well under pressure
-Organizational and planning skills to develop customer service policies
-Good personal presentation, especially when working with customers face-to-face
-A commitment to improve your own customer service skills on an ongoing basis.

EXPERIENCE AND EDUCATION

-7-10 years of experience in packaging and/or a customer service-related field (BS Degree in Business Administration a plus)
-Proven working experience as a customer service manager or assistant manager
-Experience in providing customer service support

WORK ENVIRONMENT

-Most of the time in a professional office setting with some regular time on the production floor.
-Customer service managers usually work from a single location, but some spend their time visiting customers or traveling to other sites within the organization.
-Facilitating customer visits to ePac site

Please apply by email to Walid Boustani (wboustani@epacllc.com)