Manage, train, and develop a team of 13+ Customer Care Advocates by providing ongoing coaching and feedback
Identify and evaluate talent during the recruitment of new CCAs
Set and achieve Customer Care KPIs: low order entry error rate, high call/chat/email service level, and high conversion rate
Identify and implement system enhancements and/or opportunities for automation
Lead initiatives to improve CCA efficiency and customer satisfaction ratings (NPS)
Improve and standardize processes and policies to ensure consistent execution and compliance at all times
Act as the last layer of escalation for any customer service issues that may arise
Collaborate cross-functionally with the Sales, Supply Chain and Warehouse teams to optimize the customer experience
Drive continuous improvement of the customer experience by leveraging data-driven decision-making
Fulfill employer and employee portions of the “Berlin Values
Knowledge, Skills & Abilities:
BA/BS degree required
Minimum of 5 years of progressive customer service or call center experience required
Minimum of 2 years of experience managing teams of 10+ required
Strong customer focus, with the ability to create call center data dashboards
Ability to work in a fast-paced environment
Ability to prioritize work effectively & excellent follow-up skills
Familiarity with software systems such as Oracle and RingCentral
In depth knowledge of our business including products, supply chain, warehouse operations, etc.
Interpersonal effectiveness & good communication skills, including good writing etiquette
Berlin offers an outstanding compensation and benefits package including profit sharing, 401(k) with company match, medical insurance (including an HSA option and telemedicine), dental, vision, life insurance, short- and long-term disability, paid parental leave, health club reimbursement, tuition reimbursement, 529 college savings plan, employee assistance, smoking cessation program, pet insurance (new!), employee discounts, employee referral bonus program, and, last but not least, flexible spending accounts for transportation, medical, and dependent care.
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.