** Director Customer Service -Contract Packaging**

**Job Category****:** Customer Service **Requisition Number****:** DIREC002798 Showing 1 location **Job Details**

**Description**

The Customer Service Director is a key operational leadership role responsible for the development, continuous improvement and delivery of a game changing customer service experience.

* Drive engagement with the team and ensure alignment with our OnePLZ focus

* Ensure standardization with new and developing PLZ wide Customer Service policies and procedures including order fulfillment, backorder management, EDI, job closeout, and dispute resolution

* Develop and drive improvements to Customer Service while ensuring that the processes lead to efficient and effective operations

* Act as the Voice of the Customer across all of Contract Packaging

* Identifying and providing feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities.

* Define, negotiate and agree the effective utilization of resource in line with service specifications,

* Continually develop improvements and embed successful change projects.

* Drive quality and consistency

* Measure and improve extensive KPIs related to Customer Service, (ex: OTIF, First Contact Resolution, Productivity etc) and use the KPIs to manage and improve customer service.

* Collaborate cross-functionally (with Finance, Sales, Logistics, Scheduling, Operations, EHS, Project Management & Graphics teams) to influence improvements to ensure a best in class customer experience is given to all customers

* Develop on boarding, training, coaching and development program for the Customer Service for Contract Packaging but ensure there is alignment with all CS teams

* Effectively manage Customer escalation issues in a timely & professional manner. Execute Root Cause Analysis to identify the cause and put corrective actions in place

Qualifications:

* Minimum of 5 years of customer service or related experience, preferably in a manufacturing environment

* Minimum of 3 years in a leadership role

* Bachelors or higher degree preferred

* Working Knowledge in Windows, Excel, PowerPoint, Word, Outlook and other MS Office applications.

* Working Knowledge of SAP

* Excellent communication and negotiation skills.

* Able to adapt and succeed in a changing environment

* Ability to think OnePLZ

* Exceptional organization skills with the ability to manage and prioritize tasks

* Critical thinker with advanced problem-solving skills

* Results-oriented, data-driven mind-set, with the ability to make difficult decisions

* Outstanding time management skills with multi-tasking capabilities and impeccable attention to detail and accuracy

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