$80K — $100K *
Berlin Packaging is the nation's premier supplier of rigid packaging and packaging components. We are a $2.6 billion-dollar company with 30+ straight years of record growth.
Don’t know what makes the rigid packaging industry special? Well, chances are you enjoy products supplied by Berlin Packaging every day! Imagine yourself walking into your favorite big-box store. Take a mental look around and think about every glass, plastic, or metal package you see. Berlin Packaging touches virtually every market: automotive, beverage, food, home care, industrial chemical, pet care and veterinary, personal health and beauty, wine and spirits, and now, cannabis too.
Next, combine that with an award-winning culture. Our 1,000+ employees are high-performing - and importantly, collaborative - entrepreneurs who blow through obstacles and embody an “Anything is Possible!” mindset. We love it here. Our engagement scores are 3x the national average. And every single employee shares in Berlin’s profitable growth.
Now you understand why since 1898, our 100+ year-old company has grown 10x faster than our industry!
And we're not done yet.
In order to continue our record growth streak, we need people like YOU to join our team! Are you up for the opportunity of a lifetime? If so, we are seeking a Customer Care Manager who will be responsible for leading Berlin Packaging Online’s Customer Care team, which operates in a B2B call center environment. Customer experience is a critical part of Berlin’s value proposition, which aims to make every customer’s experience a THRILLING one. The incumbent is directly responsible for leading the Customer Care Advocates to ensure they deliver a quality experience to all of our customers.
Manage, train, and develop a team of 13+ Customer Care Advocates by providing ongoing coaching and feedback
Identify and evaluate talent during the recruitment of new CCAs
Set and achieve Customer Care KPIs: low order entry error rate, high call/chat/email service level, and high conversion rate
Identify and implement system enhancements and/or opportunities for automation
Lead initiatives to improve CCA efficiency and customer satisfaction ratings (NPS)
Improve and standardize processes and policies to ensure consistent execution and compliance at all times
Act as the last layer of escalation for any customer service issues that may arise
Collaborate cross-functionally with the Sales, Supply Chain and Warehouse teams to optimize the customer experience
Drive continuous improvement of the customer experience by leveraging data-driven decision-making
Fulfill employer and employee portions of the “Berlin Values”
Knowledge, Skills & Abilities:
BA/BS degree required
Minimum of 5 years of progressive customer service or call center experience required
Minimum of 2 years of experience managing teams of 10+ required
Strong customer focus, with the ability to create call center data dashboards
Ability to work in a fast-paced environment
Ability to prioritize work effectively & excellent follow-up skills
Familiarity with software systems such as Oracle and RingCentral
In depth knowledge of our business including products, supply chain, warehouse operations, etc.
Interpersonal effectiveness & good communication skills, including good writing etiquette
Valid through: 10/26/2020