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    Director Customer Service - Downers Grove, United States - Penray

    Penray
    Penray Downers Grove, United States

    14 hours ago

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    Description

    ** Director Customer Service -Contract Packaging**

    **Job Category****:** Customer Service **Requisition Number****:** DIREC002984 Showing 1 location **Job Details**

    **Description**

    PLZ Corp is the North American leader in specialty aerosol and liquid product manufacturing. The PLZ family of companies specializes in the development, manufacturing, packaging, and distribution of a comprehensive line of contract fill, branded and private-label products. We formulate, blend, fill and package more than 2,500 branded and private label products including , , , , , , and for home and industrial use.

    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 One PLZ 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 One PLZ

    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

    **Qualifications**

    **Skills**

    **Behaviors**

    **:**

    **Motivations**

    **:**

    **Education**

    **Experience**

    **Licenses & Certifications**

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