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Sustainability, plastic pollution, and climate change have never been more at the forefront of our world as they are today.
At Ranpak, sustainability has been in our DNA since our founding in 1972. Ranpak’s goal then was to create the first environmentally responsible system to protect products during shipment and today, our mission remains the same: To deliver sustainable packaging solutions that help improve supply chain performance and costs, reduce environmental impact, and support a variety of growing business needs globally. The development and improvement of materials, technologies (such as automation) and total solution systems have earned Ranpak a reputation as an innovative leader in eCommerce and industrial supply chain solutions.
Ranpak’s customers span across a variety of industries including automotive parts, electronics, eCommerce, machinery and home goods. Our customers include Amazon, IKEA, Sephora, Misfit Market and BMW.
Ranpak’s corporate headquarters are in Concord Township, Ohio with European headquarters in Eygelshoven, the Netherlands and Asia Pacific headquarters in Singapore City, Singapore, respectively. Additionally, a new state-of-the-art building opened in Shelton, CT.
Ranpak Holdings Corp. is a New York Stock Exchange listed company (NYSE: PACK).
Position SummaryThe Customer Service Manager is responsible for ensuring all North America Customer Service operations are executed at the highest level. In this role, the Customer Service Manager will oversee a team of Customer Service I and Customer Service II representatives who are responsible for the day-to-day sales order management for Ranpak’s North American business. The Customer Service Manager will complete weekly audits of sales documents as needed to insure process adherence and accuracy. The Customer Service Manager will coordinate with other departments as needed to guarantee all required work is completed and will resolve escalations that require assistance beyond the Customer Service II role.
Responsibilities
Provide leadership and guidance to the North America Customer Service team
Empower representatives to use available resources to make data-driven decisions
Build and maintain business relationships with customers, both internal and external
Create an excellent customer experience and increase customer satisfaction through increased collaboration with Sales, Operations, Logistics, Quality, Finance, Senior Leadership, and other internal and external stakeholders
Further develop, implement, and maintain effective and efficient customer service procedures, policies, and standards
Assist management in ensuring departmental performance goals are met
Manage and oversee day-to day Customer Service operations, take ownership of customers issues, and follow problems through to resolution
Maintain accurate reports including Customer Service KPIs that support continuous improvement, visibility to execution and service level targets, and customer satisfaction
Manage various projects assigned by management throughout the year
Provide support to internal and external auditors as requested and ensure department compliance with all policies and procedures
Write and deliver performance reviews to employees within the department
Requirements
Bachelor’s degree preferred
At least 4 years of experience in leading a team
Inspirational and creative leader that develops and motivates the staff to connect to our customers and take ownership in delivering excellent service
Experience working with Microsoft® Office, Customer Service Management systems (ServiceNow™ experience preferred), and ERP systems (SAP® experience preferred)
Accurate and precise methodology with a keen eye for detail
Strong critical thinking skills
Ability to work independently and manage multiple tasks/priorities
Have a proactive attitude
Ability to understand and follow policy and procedure guidelines
EOE STATEMENT We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Packaging and Containers Manufacturing
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