Manager, Customer Operations

Job description

Berlin Packaging is the premier supplier of rigid packaging. With over $3 billion in revenue, we have grown 5x faster than the overall packaging industry since 1898. Chances are you enjoy products supplied by us every day! We serve virtually every end market: automotive, beverage, food, home care, industrial chemical, pet care and veterinary, personal health and beauty, wine and spirits, and cannabis.  Our engagement scores are 2x the national average, and every employee shares in Berlin’s profitable growth. Combined with our “Anything is Possible” mindset and our winning culture, our 2,000+ employees agree, we love it here! We are seeking a **Manager, Customer Operations,** who is responsible for building, developing, and motivating a team of Account Coordinators to deliver world class customer thrill and maximize profitability. Partners with internal teams including sales, supply chain, warehouse, operations, and corporate groups to deliver the Anything Is Possible culture. **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. **Working Environment****:** Sales and Distribution Center Office 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. Berlin Packaging provides equal employment opportunities for all employees and applicants for employment without regard to race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and related medical conditions), gender identity or gender expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances. Visit our [Careers](https://www.berlinpackaging.com/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.* *#LI-SW1*