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TricorBraun Customer Service Manager in St. Louis, Missouri

The Company

Packaging Options Direct ( www.packagingoptionsdirect.com ) is the eCommerce division of TricorBraun. TricorBraun is a global packaging leader, with more than 1,100 team members working from 50 locations throughout the Americas, Europe, and Asia.

As North America’s largest distributor of primary packaging, we provide innovative solutions to customers from a wide variety of industries. Our award-winning Design & Engineering team provides creative, custom packaging solutions, for cutting-edge start-ups to the world’s most iconic brands. And as one of the largest purchasers of packaging in the world, we leverage our global supply chain expertise to provide cost-effective solutions for our customers.

Since our company was founded in 1902, we have continually evolved to meet our customers’ needs. Our substantial growth, both organic and through strategic acquisitions, enables us to provide unlimited opportunities for team members to develop and succeed.

We are focused on being the Best Place for the Best People in Packaging—it is the foundation of our strategy and of our success. Join us as we work together to build the undisputed global packaging leader.

Our Operating Principles

We are working together to build the undisputed global packaging leader. We will achieve this objective through the pursuit of five core operating principles:

  1. We exist to serve customers. All team members are here to serve the customer. We deliver exceptional products and services to our customers.

  2. We create the best place for the best people. The team with the best players wins.

  3. We deliver results. We are committed to delivering results for customers, team members, supply partners, and shareholders.

  4. We get things done. We keep things simple and do them quickly.

  5. We do things the right way, always. Winning only counts if done the right way.

The Role:

Looking for an Experienced customer service manager with previous experience in customer support for e-commerce (B2B or B2C). An excellent communicator willing to go the extra mile to support the customer. A ‘player/coach that can help answer chat, email, and phone, while also developing a small team of CS reps to provide friendly, effective service utilizing best practices, processes, and tools to help resolve problems in a timely and effective manner. Use data to prioritize and track issues and customer complaints, effectively delivering this information to the team and leadership to represent the ‘voice of the customer.

Essential Functions:

  • Manager/Leader – effectively managing a team of customer service reps, implementing best practices and training to deliver effective issue resolution; delegating responsibilities when needed, and managing schedules to ensure we are available during core business hours

  • Customer support – responding to and resolving customer inquiries, questions and complaints via chat, email, and phones

  • Customer Escalations – resolving escalated issues and finding a suitable solution to drive repeat business and prevent negative reviews; effectively responding to social media and online reviews when they are posted

  • Tracking and order management – ensuring the customer receives orders as promised, finding resolution when it is not (WISMO is our #1 question)

  • Processing returns, refunds, carrier damage claims, and incorrect shipments

  • Reporting and KPIs – are we delivering for our customers, what does the data tell us?

  • Voice of the customer – identifying trends, issues, and common problems through reporting and data; providing potential solutions, process improvement, and other ideas to improve the customer experience

Specific knowledge, skills, and abilities:

  • Customer Service ticketing software – Zendesk, Fresh Desk, or similar systems

  • Microsoft D365 or similar ERP or order entry systems

  • Magento or similar (B2B) e-commerce platforms (BigCommerce, Shopify, salesforce commerce cloud)

  • Customer Review Software – Verified Reviews, Trust Pilot or similar systems

  • Social Media tools – Sprout Social, Hootsuite, Sendible or similar

  • MS Office tools – Outlook, Excel, PPT

Education and Experience:

  • 5 years in customer support for e-commerce or online sales

  • 2+ years of management experience

  • Manufacturing or distribution experience a plus

  • Packaging knowledge a plus

Why TricorBraun

Career opportunities -- We are a stable and growing company offering a product that is widely recognized and useful. That means that across our organization we have plenty of ways to help people who are looking to grow and succeed. If you’ve got the drive to get out there and grab it, you’ll find lots of opportunities here.

Training and development -- Our commitment to your career development helps to set us apart as an employer. We want to enhance your potential, both for your personal development and as a contributor to our firm. That’s why we provide every opportunity to expand your skills, knowledge, and experiences through formal education, leadership development opportunities, and informal one-on-one coaching and mentoring from your TricorBraun colleagues.

Stable industry -- The packaging industry is a particularly stable one because no matter how the economy is doing there is always a need for containers to carry consumer products. With our long history, exceptional experience, and wide range of offerings we’re the industry leader in this niche industry.

Strong culture -- We strive to create and sustain a great work environment in which we are able to achieve and exceed personal and professional goals. Our people focus on service and consistently drive for results. Our company works and lives by a set of core values which include integrity, service, passion, and value add which are the roots of our success.

Industry recognition -- TricorBraun has won many national and international packaging awards recognizing excellent design, function, economy, and sustainability

Excellent compensation -- in addition to a competitive salary and yearly bonus potential, we offer comprehensive benefits in medical, dental, and vision insurance, a 401(k) plan with employer match, paid time off plus holidays, insurance, tuition reimbursement, and more.

TricorBraun is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, genetic information, or any other characteristic protected by law.

We are proud to be an equal opportunity employer.

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