Manager, Customer Operations

Key Accountabilities

• Lead and develop a team of Account Coordinators who support outside sales activities through customer service, order management, item availability, and related operations.
• Partner with internal stakeholders including sales, supply chain, warehouse, and corporate groups to service the customer and deliver branch metrics.
• Manage strategic projects related to new and continuing customer development.
• Review Account Coordinator statistics and coordinate action steps with the branch Operations Manager.
• Provide feedback, coaching, and development to the Account Coordinator team.
• Partner with the Operations Manager to facilitate the hiring process for the Account Coordinator Team.
• May directly handle customer accounts.
• Fulfills employee and employer portion of the Berlin Values.

Knowledge, Skills, Abilities

• Bachelor's degree or equivalent experience required.
• 3+ years' customer service experience, with exposure to warehousing, procurement, order fulfillment, and/or operations environment.
• Demonstrated leadership; prior management experience is strongly preferred.
• Strong business and financial acumen; demonstrates subject matter expertise of Berlin Packaging's business, products, customers, and suppliers.
• Knowledge and ability to resolve customer account and process-related issues.
• Results oriented; has passion for building winning teams, developing talent, and contributing to a positive, high-performance culture.
• Strong interpersonal, communication, and conflict management skills; can influence without authority and partner across functions.
• Excellent problem solving, decision making, and analytical skills.
• Is flexible; seeks out opportunities for continuous improvement and new ways of working.
• Operates with a high sense of urgency; demonstrates strong time management skills; ability to prioritize and follow up.
• Self-motivated; demonstrates a strong work ethic; consistently strives to attain goals and seeks self-improvement.
• Technologically savvy.

Benefits

Berlin Packaging offers an outstanding compensation and benefits package including:

• Competitive PTO including vacation, personal days, holidays, and sick time
• 1Berlin Shared Ownership Plan
• Profit sharing
• 401(k) with company match
• Medical, Dental, and Vision insurance
• Health Savings Account (HSA)
• Flexible spending accounts (FSAs) for transportation, medical, and dependent care expenses
• Paid parental leave for up to 12weeks
• Health club reimbursement
• Tuition reimbursement
• 529 college savings plan
• Employee Assistance Program for mental health and well-being
• Calm app to improve mental wellbeing
• Employee referral program
• Company sponsored short- and long-term disability and life insurance with optional voluntary life insurance

• At Berlin Packaging, we look at candidates' skills but hire based on traits.
• We believe in hiring smart, passionate people who are enthusiastic to learn and develop their skills.
• If you're excited about this role but your experience doesn't align perfectly with the job description, we encourage you to apply anyway.
• You may be just the right candidate for this or other roles.

• Visit our Careers page for more information on our Anything is Possible culture and Total Rewards.
• *Note: any salary information shared is a general guideline only. Pay is based on candidate skills, experience, and qualifications, as well as market and business considerations.

*T his position is not eligible for employment-based immigration sponsorship, now or in the future. This includes, without limitation, H-1B and other work visas, OPT/CPT STEM extensions, and green card (PERM/I-140) sponsorship, regardless of whether a green card process has already begun with a different employer. Candidates must have independent, unrestricted authorization to work in the United States for the full duration of employment.

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