On-site, NEPA

Position Summary

Ensure Customer Satisfaction is achieved and maintained by leading and managing our customer service team in the establishment and ongoing delivery of customer requirements/commitments as well as maintaining exceptional customer relationships. This role will be a key primary liaison responsible for collaboration and communication throughout Client US regarding new or existing products, projects, changes, rollouts, etc. associated with our customer accounts.

Essential Functions Key Deliverables

• Ensure Client is at the forefront and current with the customers’ requirements, packaging changes, graphics, and product delivery.
• Understand and communicate short- term and long-term customer needs: including product / packaging requirements, required inventory levels, and delivery execution.
• Identify and implement solutions based on customer needs and client’s operational capacity and capability.
• Develop and manage strong internal customer service representatives to directly support individual customer locations.
• Advises on areas of vulnerability (Service, Quality, Product, etc.) that could result in loss of customers, market share, or company reputation.
• Create alignment and consistency throughout the Client US customer service organization
• Collaborate with commercial, supply chain, graphics, and operations teams to ensure outstanding delivery of products and service.
• Ensure customers have knowledge of and are compliant to ordering guidelines.
• Maintains customer confidentiality.
• Lead and supervise a team of direct reports in the Inside Sales and Customer Technical Service departments.
• Actively partner with the HR team to interview and select team members; coach and develop associates; address performance issues timely and all other related supervisory activities.
• Perform other tasks reasonably commensurate with the role, as directed.

Knowledge/Skills/Experience:

• Associate degree and/or significant experience in a related/similar field.
• Experience in the beverage packaging industry preferred.
• Excellent track record of Customer and Account management internally and externally.
• Experience with SAP preferred.
• Demonstrated history of leading a customer service organization.
• Strong communication skills throughout all levels internally and within customer organizations.
• Ability to develop strong relationships with customers and internally.
• Self-motivated and able to work without significant supervision in a fast-paced, high-volume, customer-facing role.
• Innovative problem solver with a solution-oriented mindset.

Status: recruiting/interviewing