Customer Care & Lead Development Supervisor at Berlin Packaging

16230 W 163rd St, #900, Lockport, IllinoisFull-time236000 - BPO OperationsPosted 28 days ago

About the Role

<div class="content-intro">Berlin Packaging is the premier supplier of rigid packaging. With over $3 billion in revenue, we have grown 5x faster than the overall packaging industry since 1898.   Chances are you enjoy products supplied by us every day! We serve virtually every end market: automotive, beverage, food, home care, industrial chemical, pet care and veterinary, personal health and beauty, wine and spirits, and cannabis.   Our engagement scores are 2x the national average, and every employee shares in Berlin’s profitable growth. Combined with our “Anything is Possible” mindset and our winning culture, our 2,000+ employees agree, we love it here!</div>We are seeking a Customer Care & Lead Development Supervisor, who is responsible for leading the day-to-day performance and continuous improvement of the Customer Care and Lead Development functions. This role drives Customer THRILL, timely lead qualification and handoff, operational excellence, and effective coordination of open orders and customer-impacting fulfillment issues. Key Accountabilities:   <ul> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Demonstrate effective leadership ability to manage, coach, and develop Customer Care and Lead Development team members</li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Own operational performance across Customer Care and Lead Development, ensuring service levels, pre-queue abandons, average call time, case counts, lead response times, quality, and productivity meet or exceed goals</li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Be a consistent presence and actively interact with team members to ensure they are engaged, productive, and supported by effective systems and processes</li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Proactively manage weekly staffing schedules, coverage, and team capacity based on customer, lead, and business needs</li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Manage workload assignments including emails, chats, cases, lead queues and follow-ups, held order workbench, returns, and other priority work</li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Oversee lead development from initial follow-up through qualification, documentation, disposition, and timely routing to the appropriate Sales resource; monitor response time, handoff quality, and conversion feedback</li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Coach and develop team members, including facilitating training and maintaining individual learning plans</li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Listen to and monitor phone calls, perform quality checks on case responses and lead follow-up, and review chat transcripts for quality and coaching opportunities</li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Review customer care, lead development, and operational reports and metrics daily; identify trends or issues and take appropriate action to improve performance</li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Take action on Billing Interface Error report, Cancelation list report, Invoice Register Detail Report, AR Summary Aging report, and other operational exceptions</li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Own Customer NPS performance, including timely response to detractors, identification of trends and root causes, and actions to improve the customer experience</li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Own onboarding for Customer Care and Lead Development team members, including the development and continuous improvement of training materials</li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Handle escalated customer calls, chats, emails, and cases from CCAs, using good judgement and strong communication skills to ensure timely resolution</li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Be a subject matter expert on Customer Care processes, products, items, and systems</li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Serve as a key warehouse liaison and work cross-functionally with warehouse, Sales, and operational teams to resolve inventory, fulfillment, shipment, delivery, and other customer-impacting issues</li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Lead continuous process improvement efforts to simplify workflows, improve efficiency, and reduce recurring customer and operational issues</li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Support order optimization opportunities and proactively manage Open Orders, Order Tracking, held orders, and related customer-impacting issues to ensure timely resolution and clear customer communication</li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Handle special projects and other duties as assigned to support the Berlin Packaging Online business and fulfill employee and manager portions of the Berlin Values</li> </ul> Knowledge, Skills, Abilities:   <ul> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">High School diploma or GED required; BA/BS degree preferred or equivalent relevant experience</li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Minimum of 5 years of previous experience in a fast-paced, high-volume Customer Care, customer operations, lead development, sales support, or related environment</li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Minimum of 2 years of previous people leadership experience with responsibility for team performance and development</li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Demonstrated experience managing customer service, lead development, and operational KPIs</li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Strong computer literacy with intermediate Excel skills</li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Ability to work independently, prioritize work, and manage multiple operational priorities</li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Strong verbal and written communication skills and ability to collaborate across Customer Care, Sales, warehouse, and other departments</li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Strong customer focus, business acumen, and follow-up skills</li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Experience using customer feedback, NPS, operational data, and performance metrics to drive continuous improvement and business results</li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Demonstrated ability to identify root causes, lead process improvements, provide constructive feedback, and hold team members accountable for performance</li> </ul> Working Environment: Office environment<div class="content-pay-transparency"><div class="pay-input"><div class="title">IL Base Pay Range</div><div class="pay-range">$66,000—$82,000 USD</div></div></div><div class="content-conclusion">Berlin Packaging offers an outstanding compensation and benefits package including: <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Competitive PTO including vacation, personal days, holidays, and sick time</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">1Berlin Shared Ownership Plan</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Profit sharing</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">401(k) with company match</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Medical, Dental, and Vision insurance</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Health Savings Account (HSA)</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Flexible spending accounts (FSAs) for transportation, medical, and dependent care expenses</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Paid parental leave for up to 12weeks</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Health club reimbursement</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Tuition reimbursement</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">529 college savings plan</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Employee Assistance Program for mental health and well-being</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Calm app to improve mental wellbeing</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Employee referral program</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Company sponsored short- and long-term disability and life insurance with optional voluntary life insurance</li> </ul> At Berlin Packaging, we look at candidates’ skills but hire based on traits. We believe in hiring smart, passionate people who are enthusiastic to learn and develop their skills. If you’re excited about this role but your experience doesn’t align perfectly with the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles. 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. Visit our <a href="https://www.berlinpackaging.com/careers/" target="_blank">Careers</a> page for more information on our Anything is Possible culture and Total Rewards. *Note: any salary information shared is a general guideline only. Pay is based on candidate skills, experience, and qualifications, as well as market and business considerations. *This position is not eligible for sponsorship. #LI-SW1</div>

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