Customer Service Manager

Sustainability, plastic pollution, and climate change have never been more at the forefront of our world as they are today.

At Ranpak, sustainability has been in our DNA since our founding in 1972. Ranpak’s goal then was to create the first environmentally responsible system to protect products during shipment and today, our mission remains the same: To deliver sustainable packaging solutions that help improve supply chain performance and costs, reduce environmental impact, and support a variety of growing business needs globally. The development and improvement of materials, technologies (such as automation) and total solution systems have earned Ranpak a reputation as an innovative leader in eCommerce and industrial supply chain solutions.

Ranpak’s customers span across a variety of industries including automotive parts, electronics, eCommerce, machinery and home goods. Our customers include Amazon, IKEA, Sephora, Misfit Market and BMW.

Ranpak’s corporate headquarters are in Concord Township, Ohio with European headquarters in Eygelshoven, the Netherlands and Asia Pacific headquarters in Singapore City, Singapore, respectively. Additionally, a new state-of-the-art building opened in Shelton, CT.

Ranpak Holdings Corp. is a New York Stock Exchange listed company (NYSE: PACK).

Position Summary:

The Customer Service Manager is responsible for ensuring all North America Customer Service operations are executed at the highest level. In this role, the Customer Service Manager will oversee a team of Customer Service I and Customer Service II representatives who are responsible for the day-to-day sales order management for Ranpak’s North American business. The Customer Service Manager will complete weekly audits of sales documents as needed to insure process adherence and accuracy. The Customer Service Manager will coordinate with other departments as needed to guarantee all required work is completed and will resolve escalations that require assistance beyond the Customer Service II role.

Responsibilities:

• Provide leadership and guidance to the North America Customer Service team
• Empower representatives to use available resources to make data-driven decisions
• Build and maintain business relationships with customers, both internal and external
• Create an excellent customer experience and increase customer satisfaction through increased collaboration with Sales, Operations, Logistics, Quality, Finance, Senior Leadership, and other internal and external stakeholders
• Further develop, implement, and maintain effective and efficient customer service procedures, policies, and standards
• Assist management in ensuring departmental performance goals are met
• Manage and oversee day-to day Customer Service operations, take ownership of customers issues, and follow problems through to resolution
• Maintain accurate reports including Customer Service KPIs that support continuous improvement, visibility to execution and service level targets, and customer satisfaction
• Manage various projects assigned by management throughout the year
• Provide support to internal and external auditors as requested and ensure department compliance with all policies and procedures
• Write and deliver performance reviews to employees within the department

Requirements:

• Bachelor’s degree preferred
• At least 4 years of experience in leading a team
• Inspirational and creative leader that develops and motivates the staff to connect to our customers and take ownership in delivering excellent service
• Experience working with Microsoft® Office, Customer Service Management systems (ServiceNow™ experience preferred), and ERP systems (SAP® experience preferred)
• Ability to collaborate and work well with others
• Excellent verbal and written communication skills
• Accurate and precise methodology with a keen eye for detail
• Strong critical thinking skills
• Ability to work independently and manage multiple tasks/priorities

• Have a proactive attitude

• Ability to understand and follow policy and procedure guidelines

EOE STATEMENT We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.