Nice Pak Associate Director, Customer Support in Plainfield, Indiana
Associate Director, Customer Support
Nice-Pak Products, Inc. (NP) is the global developer, manufacturer and marketer of pre-moistened wipes for the consumer market, specializing in personal care, hygiene, household cleaning and disinfection products.
Professional Disposables International, Inc. (PDI), similarly develops, manufacturers and markets pre-moistened products, focusing on the healthcare and industrial markets with surface disinfection and skin antiseptic products.
We have several locations across the US and are looking for new Associates to join our team!
The Associate Director of Customer Support is responsible for growing and developing the Customer Support team by directing daily operations and overseeing, leading, and improving the overall efficiency and effectiveness of the Customer Support team.
ESSENTIAL FUNCTIONS AND BASIC DUTIES
Proactively implement customer support best practices in a multi-site production and shipping environment that will meet, or exceed, goals for service, cost, and speed to market to delight Nice Pak customers. Develop strong collaborative relationships internally
amongst Sales, Marketing, Operations and Finance as well as speaking directly with the customer as required. Manage order processing and communications to ensure continuous, uninterrupted supply of product utilizing analytical best practices that provide an
effective means to anticipate, communicate, and minimize potential service issues in a timely manner.
REPORTING & ANALYSIS:
a. Ensure accurate and timely processing of all customer orders received.
b. Ensure accurate and timely completion of daily, weekly and monthly customer service reports
c. Create and maintain databases necessary in measuring and reporting of KPI’s that demonstrate performance to Customer Service objectives while fostering and promoting a culture of continuous improvement.
d. Develop and issue reports that project demand requirements for finish goods which will facilitate downstream resource planning (Fulfillment Center and Transportation) to meet monthly invoicing objectives.
e. All other duties as assigned.
a. Assure training, instruction and active leadership of Account Specialists and Account Analysts which promotes efficiency, and effectiveness, as well as cross-training of each team member.
b. Lead the team in developing best-in-class customer service practices and processes.
c. Foster and promote open, on-going communications with NP Field Sales leads, Brokers, and Customers to ensure uninterrupted customer service.
d. Work in close cooperation with Production Planning, Operations, Quality, Finance, Customer Fulfillment Centers, Transportation, and Sales to ensure meeting and sustaining our key business indicator of 100% Promises Kept.
Service levels (100% Promises Kept).
Timely and accurate completion of concise daily, weekly and monthly reporting, necessary in our providing best-in-class Customer Service.
Develop a Skills Matrix while fostering and promoting a learning organization.
Assure responsible spending through controlling expenses in line with published approved budgets.
EDUCATION/CERTIFICATION: Bachelor’s Degree in business or related field
REQUIRED KNOWLEDGE: Proficiency in ERP (BPCS preferred, SAP, Oracle) and WMS experience a plus. Microsoft Office Suite, Excel Intermediate/Advanced user
EXPERIENCE REQUIRED: 10 years of managerial experience in a Customer Service or Sales Support position, preferably in a high volume | high SKU manufacturing environment serving a high profile retail market.
APICS Certification a plus.
SKILLS/ABILITIES: Strong understanding and appreciation in meeting Customers’ expectations
Organizational Agility | Business Acumen
Strong organizational, prioritization and interpersonal skills
Excellent communication skills (verbal / written)
NONE: No hazardous or significantly unpleasant conditions.
INTENT AND FUNCTION OF JOB DESCRIPTIONS
Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions.
Well-constructed job descriptions are an integral part of any effective compensation system.
All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined
to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by
supervisors as deemed appropriate.
In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or
others or which impose undue hardships on the organization.
Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
Please view Equal Employment Opportunity Posters provided by OFCCP
- The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access
to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure
is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.