Customer Solutions Manager Jobs

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 Position

The 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

• Sets up and follows up on guidelines set to ensure overall goals are met
• Develops and manages training programs and methods to increase the efficiency of the team.
• Resolves independently or escalates issues affecting customer complaints and issues to the VP of Revenue Strategy and Operations
• Develops, tracks, and reports key performance measurements for the Customer Solutions team.
• Collects data on solution center traffic to identify trends in volume and staffs according to need
• Maintains expert understanding of essential aspects of ePac’s workflow, products, and business units to properly manage call flow.
• Develops and establishes standards and operational procedures
• 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 communication
• Collaborates with peers to identify goals and opportunities for the customer solutions teams and implements innovative solutions depending on feedback received.
• Manages day-to-day activities related to incoming customer solutions needs and offers consistent suggestions for customer solutions contactflow.

Non-essential Functions And Responsibilities

• Assist with other projects as assigned.

Job Knowledge, Skills & Abilities

• Adaptable and flexible
• Ability to understand and interpret packaging requirements and customer initiatives to ensure a successful customer experience.
• Strong listening and comprehension skills
• Ability to build a high-performance team that reflects the ePac culture
• Commitment to excellence and high standards in written and verbal communication
• Committed to meeting and exceeding goals
• Enjoys working with a team and identifying growth opportunities
• Excellent time management and multitasking skills
• Ability to perform diversified clerical and technical support functions
• Driven and have a sense of urgency
• Proficient use of a technology stack (CRM Tool-Salesforce, Contact Center Systems, Chat Service Solutions, Google Workspace, ERP System)
• Demonstrate empathy while maximizing opportunities to build rapport with the customer
• Ability to effectively communicate through multiple channels of media
• Great customer service skills and action oriented

Experience And Education

• Flexible packaging knowledge a plus but not required
• Minimum 2-3 years customer success or inside sales experience
• CRM experience required ( Salesforce.com preferred)
• Minimum 2-3 years management experience
• Experience in and Google Workspace, Phone Systems

ePac 1

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