Customer experience manager
Devens
Overview:
Berry Global - Harnessing the strength in our diversity and industry-leading talent of 40,000+ employees across more than 240+ global locations, we develop, design, and manufacture innovative products with an eye toward the circular economy.At Berry Global, we believe in the extraordinary power of people and their unique talents, experiences, and perspectives that help shape a shared future of innovation, inspiration, and influence. Every employee at Berry Global has the opportunity to make their mark on our company and the world around us.
Together, we champion a people-first culture that cultivates individual growth, diversity, and collaboration, unleashing our collective strengths to forge a path to greater success for our company, people, and planet. For more information, visit our website, or connect with us on LinkedIn.
To provide quality service and satisfaction to meet or exceed customer expectations. The Customer Experience Manager will directly manage the Customer Experience Supervisor team. In this role the Customer Experience Manager will be responsible for implementing department strategies that will help drive productivity, accuracy, meet customer demands, and handle day-to-day personnel issues for the groups.In addition, the Customer Experience Manager will work with the Sales Operations Manager to implement innovation in processes, systems, and logistics to align the groups with Berry’s strategic goals.
Responsibilities:
- Manage the Customer Experience Supervisor team
- Manages transactional workflow as it arrives in the CE queue
- Leads and maintains a highly effective team
- Handles escalated issues as they arise
- Conduct performance reviews and 1 on 1 coaching sessions with the supervisor team
- Manages department timecards and vacation schedules for CE personnel
- Distributes workloads evenly daily
- Ensures completion of daily activities
- Verifies orders to ensure accuracy meets quality standards
- Coach and counsel CE members to drive productivity and accuracy
- Hold department meetings as necessary for training and process updates
Qualifications:
- Strong written and verbal communication skills
- Ability to provide guidance and leadership
- Strong organization skills
- Strong problem-solving skills
- Ability to multi-task
- Ability to work independently with attention to detail
- Ability to work in a team environment
- Ability to thrive in a fast-paced environment
- Strong desire to assist customers
- High level of computer competency
- Minimum of 5 years’ experience in a Customer Service department or equivalent management experience
Education
High School Diploma, bachelor’s degree preferred
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