**Department** Customer Experience **Location** Middletown, OH

***Its an exciting time at PAC Worldwide***

*With the rise in e-commerce, its a great time to be in the essential industry of flexible packaging! Our packaging is used in the delivery of goods such as books, gifts, parts, paperwork, medicine, household items, clothing, food and more. PAC Worldwide is experiencing tremendous growth and we are proud to provide good, stable jobs in safe environments.*

*From competitive benefits, to our employee-first company values, we are committed to investing in the people we care about. We now have a formal program for team members to move up in their roles, as well as opportunities to share in PACs growth. We invite you to learn more!*

**Summary**

The Global Customer Experience Manager is responsible for managing the 3M Customer Experience team. Will have oversight of all 3M divisions in the US in addition to 3M Mexico, 3M Australia, and 3M EU. This role is responsible for developing and implementing all policies and procedures to ensure consistent external and internal customer service at all PAC locations. The CES Manager will work closely with the Sales Teams, Sales Leadership, Operational teams to increase effectiveness, improve workflows, assess activity levels, improve communications, and assess staffing to meet service level objectives.

**Essential Duties and Responsibilities**

* Manage a team of Customer Experience Specialists including recruiting, performance management, goal achievement, employee development and ongoing training

* Work closely with the various departments within PAC, including the plant managers at both Middletown and PCS plants to ensure open communication between the teams and what is needed to service the customer

* Be a primary source for 3M Sales to help disseminate information to appropriate people and back to Sales

* Measure the customer experience and implement changes to improve results and meet service level objectives

* Continuously review and initiate new processes to ensure ongoing improvement of our external and internal service delivery

* Develop customer experience policies and procedures to ensure consistent customer service and satisfaction for all PAC locations.

* Troubleshoot and resolve non-routine customer complaints

* Partner with Quality to identify and resolve issues to ensure customer satisfaction

* Resolve major problems with orders, delivery dates or service

* Active role in motivating, coaching, and encouraging each of their employees

* Assign job responsibilities to customer experience specialists

* Represent PAC concerning policies to ensure profitability is appropriate and established pricing systems and procedures are followed

* Work on new product development by coordinating with Operations, Engineering, Sales and Quality Departments at all PAC facilities

* Monitor and deliver support for Product Specs development, Artwork design, Packaging specs for the Customer Service team

* Attend internal and external meetings where applicable

* Coordinate Purchasing/Outsourcing of Outside Vendor Finished Goods for CS Department

* Other duties as assigned.

**Supervisory Responsibilities:** yes

* All Customer Experience Specialists

**Qualifications:**

**General:**

* Proven leadership skills to direct and manage teams and functional department

* Excellent verbal and written communication skills

* Working knowledge of the packaging industry, preferably for both paperboard and polyethylene products, including the manufacturing process and equipment capabilities.

* Proven ability to manage forecast models, budgets, statistical analysis.

* Understanding of EDI processes

* Able to manage S&OP.

* Able to read and understand die-lines, product diagrams and product specifications

* Must be able to travel internationally as needed

* Must have the ability to adapt to rapid change and work in a fast-paced environment

**Education and/or Experience:**

* Must possess 5+ years Customer Service / Sales Management experience in a manufacturing environment

* Prior Managerial experience leading teams

* Experience in the flexible packaging industry preferred

* Bachelors Degree preferred

**Mathematical Skills:**

* Must be capable of performing addition, subtraction, multiplication and division

* Must be capable of performing calculations using ERP and Excel programs

* Must possess excellent analytical and problem solving skills

**Reasoning Ability:**

* Must have the ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists

* Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form

* Excellent problem solving skills and the ability to use these skills in support of the Packaging Design function

**Computer Skills:**

* Must be computer literate and efficient in the use of Microsoft Office programs including Word and Excel required.

* Knowledge and ability to learn CRM and train on systems - preferred

* Experience using ERP systems preferably Infor Visual Manufacturing - preferred

**Physical Demands:** The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

* Requires standing and walking in a office or warehouse environment. Must be capable of operating standard office equipment such as a computer, copier, mail machine, printer, fax, stapler, and other various pieces of office equipment. Must be capable of lifting 10 lbs on an infrequent basis. May require sitting for extended periods of time.

**Work Environment:** The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Employee will be working in an office and warehouse environment in order to perform the essentials functions of the job.