PPC Flex

Customer Support

• Partners with Sales to create new customer items; use PLS form to create items in Radius.
• Enters customer sales orders; ensuring all requirements have been met per order (product/order mins, pricing details, Leadtime needs)
• Delivers complete, accurate, and timely sales order details to support internal order processing.
• Review open order reports daily and drives communication-advising customers on change in dates.
• Create shipping release with a high level of accuracy; to achieve on time delivery.
• Manage expedited shipments as necessary, with required management approval.
• Create expedited sales order requests with scheduling as needed.
• Responsible for processing Returns and Credit as needed. Provide timely feedback so customers have an effortless experience.
• Add, modify customer contacts in Salesforce CRM- data is leveraged for satisfaction surveys, marketing, and tradeshow announcements.
• Leverage Salesforce CRM to collect insights into customer expectations. Along with capture interactions via service calls, successes, and problems to drive ongoing improvements.
• Liaise as needed with cross-functional internal teams (including Pre-media, Engineering, Supply Chain, Scheduling, Quality, Production and Shipping) to improve the entire customer experience.
• Escalate internal systematic/process concerns until final solution/resolution is provided to customer.
• Maintain product awareness- technical understanding of our products/processes.
• Process and manage non-conformances with internal and external customers.
• Provide samples to customers.
• Attain pricing or price lists on existing items as needed
• May require light travel to internal meetings or customer meetings.

Customer Service Specialist

Engineering Manager

• Lead, manage, and develop the Packaging Engineering team and coordinate communications and effectiveness of product development activities.
• Balance resource priorities and project sequencing with sales and customer needs in line with project ONE work flows.
• Test, analyze, and assist in the selection of materials for packaging based on fit, form, function, durability and cost effectiveness.
• Create, implement and utilize a standard stage gate process for product development with monthly summary reporting and formal quarterly executive reviews.
• Develop an Innovation Council that includes internal and external experts with a process to rank and prioritize, then track and manage, the critical few long term high value projects.
• Translate customer requirements into product and process specifications so that the resulting packaging product meets or exceeds the needs of the customer.
• Utilize knowledge of commonly used concepts, practices, and procedures within the field of packaging engineering, graphics reproduction, and Flexible Plastic Packaging.
• Maintain and actively manage Intellectual Property for the applicable business unit segments.
• Create and execute internal and customer trials for new business development.
• Direct the activities of field service engineer(s) in close collaboration with sales.
• Maintain the location and contents of the sample inventory area in the warehouse and offices.
• Requires collaboration with both QA and CI teams, reporting to manufacturing, to engineer and develop packaging and support processes to meet customer requirements, and address quality issues.
• Requires collaboration with Strategic Sourcing and Ops teams to actively work cost savings and pursuit of continuous improvement initiatives.
• Creation of packaging die lines in conjunction with new products or revisions to existing products.
• Creation of packaging mockups/hand samples as needed for business development activities.
• Assist in the qualification of new equipment, suppliers, processes, or material grades as needed.
• Domestic and international travel may be required periodically in conjunction with customer visits, supplier visits, and other project activities.

Customer Service Specialist

Technical Engineering Director