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Berry Global CUSTOMER CARE MANAGER in EVANSVILLE, Indiana

Overview

Berry Global Berry Global, headquartered in Evansville, Indiana, is committed to its mission of ‘Always Advancing to Protect What’s Important.’ With $13billionin revenue for fiscalyear2019 on a combined pro forma basis from operations, Berry is a leading global supplier of a broad range of innovative nonwoven, flexible, and rigid products used every day within consumer and industrial end markets. Berry operates over290manufacturing facilities worldwide, on six continents,and employs over48,000 individuals.

At Berry, we pursue excellence in all that we do and are always advancing to improve the way we work along with the products and services we provide. Our culture fosters trust and partnerships through appreciation, acknowledgement, and inclusion. At Berry, we are continuously improving to support our mission and exemplify our values of partnerships, excellence, growth, and safety. To learn more about Berry, visit berryglobal.com

Responsibilities

The Customer Care Manager manages and oversees day to day operation of the Customer Care Department, and works cross-functionally to deliver required level of service and supply commitments to customers. Continually reviews and determines appropriate distribution of accounts, orders, and work load amongst team members to assure appropriate coverage. Ensures that proper, standard procedures are in place and operating. Identifies opportunities for improvement in processes, procedures or personnel, and implements plan of action. Acts as a coach/leader/mentor within the group to achieve departmental goals, promotes continued personal and professional growth of self and of subordinates, and assists and supports various projects and business needed as required.

  1. Manages, coordinates, and monitors staff activities to ensure prompt, courteous, and accurate responses are provided to internal and external customers.

  2. Facilitate open communication within and among team members.

  3. Possess proven leadership experience and ability to motivate teamto inspire and drive outstanding customer experience.

  4. Liaison with other departments to ensure customer satisfaction, including sales, supply chain, operations, and marketing

  5. Improves customer service results by studying, evaluating, and re-designing processes; establishing and communicating department metrics; monitoring and analyzing results; implementing changes.

  6. Participates in the periodic review of employees for performance and salary evaluation.

  7. Advanced understanding of all related systems as they pertain to Customer Care, Sales, Pricing, Operations, Scheduling, Shipping, Manufacturing, and Credit.

  8. Understand team’s day-to-day tasks, and act as back-up as needed.

  9. Participate and support in ISO process review.

  10. Performs special projects as assigned by Supply Chain Director.

Qualifications

  1. Minimum 3-5 years customer service supervisory/managerial experience

  2. Strong Managerial skills and ability to supervise large team of employees in multiple locations.

  3. Problem-solving and critical thinking skills required

  4. Excellent communication skills; written, verbal, and interpersonal skills.

  5. Time management, organizational, analytical, multi-tasking, and decision making skills

  6. Position requires the ability to work independently with emphasis on accuracy and details.

  7. Proficient with Microsoft Office applications and strong understanding of ERP systems

  8. Some travel required - 10-25%

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

Location US-IN-EVANSVILLE

Job ID 2020-8203

Position Type Regular Full-Time

Category Customer Service

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