At Orora, we believe our packaging touches lives and together, we, together as a team, deliver on the promise of what’s inside. From custom packaging design and packaging materials, to prototype development and manufacturing, packaging automation and equipment, kitting and fulfillment, global sourcing, and full service warehousing and logistics, our packaging consultants develop cutting-edge, innovative solutions that take a product from concept to consumer. It is with this passion and commitment to innovation, we believe in hiring and developing the very best talent by living our core values of Teamwork, Passion, Respect, and Integrity every day. These core values define who we are and how we operate. They shape the way we work with each other, with our customers, and with our communities. Every day, we deliver packaging solutions that exceed our customers’ expectations while solving complex problems as a team. We believe that all team members (irrespective of their role or level), should aspire to distinctive leadership behavior, as we continue to deliver on the promise for our customers, shareholders and each other. Leadership is not tied to a job title, i.e. you don’t need to be accountable for a team to be considered a leader.
The Role: Customer Service Manager
Position Summary
To ensure on large complex accounts, primarily Education and Government in scope, are handled with a high level of service and efficiency. We pride ourselves on
exceeding their expectations and handling a high volume of work in a very efficient manner. Need to provide a high support for Sales in managing the account from top to
bottom. Work with the Education and Government team in handling the day-to-day orders and customer calls and bids.
Responsibilities include:
- Works cross functionally with Sales, Management, Purchasing and Vendors to ensure we are providing best in class customer experience
- Understands the business strategy for this segment and manages all bid processing functions.
- Explores all platforms to secure new business through the bid process.
- Work in tandem with Sales on pricing, GTM management and some contract renewals, as needed.
- Oversee and help where needed on the day-to-day order releasing and customer calls.
- Help manage and maintain G/L coding at the line item level.
- Handles reporting needs associated with these accounts for customers and internal review of business processes and profitability.
- Review daily backorders & deliveries and helps purchasing to see increases and decreases to prevent future back orders and excess inventory. Will also include coordinating inventory amongst multiple locations.
- Assist in new material set ups and new account set ups in SAP
- Overall responsible for developing any processes needed to handle customer needs and training team members.
- Work closely with all related departments such as Purchasing, A/R, Merchandising, Warehouse and Transportation to ensure high customer satisfaction and perfecting processes.
- Performs other duties and/or responsibilities as requested.
Minimum Qualifications: Required:
- High School Diploma or GED (Any equivalent combination of related education and/or experience may be considered)
- Minimum 5-10 years of Customer Service experience a must have
- Expertise in SAP a must have
- Managing, training, and developing others is a must have
Knowledge, Skills & Abilities:
- Active listener
- Ability to effectively multi-task without compromising accuracy in a fast-paced environment. Ability to learn operations of computer programs
- Organizational skills
- Effective verbal and written communication skills; internal and external at all levels
- Ability to train and lead others
- Well organized and attention to detail
- Team player, able to work with others in order to achieve goals
- Advanced understanding of customer service, sales, design, scheduling, and technical aspects of the business
- Ability to create and maintain strong relations with customers, internally and externally
This position requires the ability to demonstrate the following competencies:
- Business Mastery
- Integrated Leadership
- People Development
- Change Management
- Intellectual flexibility, adaptive resilience & technical acumen
Reasonable Accommodations
Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions. If you are interested in applying for employment with Orora and need special assistance to apply for a posted position, or if you believe you do not meet any of the required qualifications of a posted position due to a protected disability and would like to explore the possibility of an accommodation, please contact our Talent Acquisition team at: careers@ororagroup.com for additional support and guidance
What We Offer
Our rich benefits packages are designed to support the health and well-being of both our eligible co-workers and their families. Here's a sample of the benefits we offer:
- Medical
- Dental
- Vision
- Generous PTO
- 401(k) with a Company Match
- Flexible Spending Accounts
- Employee Assistance
- Group Life and AD&D
- Voluntary Life and AD&D
- Group Short-Term Disability
- Group Long-Term Disability
Equal Employment Opportunity
We are an equal opportunity employer committed to fostering a culturally diverse organization. We strive for inclusiveness and a workplace where mutual respect is paramount. We encourage applications from a diverse pool of candidates, and all qualified applicants will receive consideration for employment without regard to race, color, ethnicity, religion, sex, age, national origin, disability, sexual orientation, gender identity and expression, or veteran status. We will provide reasonable accommodations to qualified individuals with disabilities, as need, to assist them in performing essential job functions.
Recruitment Agencies
Orora does not accept unsolicited agency resumes. Orora is not responsible for any fees related to unsolicited resumes.
Solicitation of Payments
Orora does not solicit payment from our applicants and candidates for consideration or placement.
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