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Altium Packaging, Our Culture Differentiates Us!

We incorporate our Guiding Principles into all aspects and at all levels of the organization and use them as a framework for decision-making. We believe our Guiding Principles foster a culture of excellence that benefits both employees and customers.

Our Guiding Principles

• Act with Integrity & in Compliance
• Drive Value Creation
• Be Disciplined Entrepreneurs
• Focus on the Customer
• Act with Humility
• Treat others with Dignity and Respect
• Seeking Fulfillment in your Work

Essential Functions- Roles/Responsibilities

* Responsible for customer success and service for AHC. This should lead to high customer engagement, satisfaction, and loyalty.
* Lead and coach 5 Customer Service Representatives to create a high performing team.
* Function as a liaison between Customer Service and other departments to enhance customer satisfaction and ensure seamless coordination of activities across functions and departments (e.g., purchasing, production, engineering, etc.).
* Serve as a leader by driving strategic initiatives in AHC for Customer Loyalty team, ensuring 100% adoption of these initiatives.
* Leverage new solutions such as Call Center solution, Service Complaints, and Open Orders Portal to help drive both internal and external improvements.
* Determine the data, metrics, reports and processes that will help provide visibility to both internal and external stakeholders.
* Act as a point of contact for any escalations for Sparta Customer Service team.
* Create value for customers by ensuring clearly defined business outcomes. Build a "success plan" with appropriately identified objectives, stakeholders, milestones, risks, and metrics.
* Develop a Customer Contact Schedule and contact customers on a weekly basis.
* Develop and report on customer on-time service metrics.
* Drive resolution of quality issues from customers.
* Employs system metrics to measure plant customer service performance; analyze data and statistics, to make decisions.
* Responsible for making independent decisions representing day-to-day issues that do not require team discussion, input.
* Manage other duties as assigned by Altium leadership.

Required Education and Experience
* Bachelor's degree in Supply Chain, Business, Engineering, or related disciplines.
* ERP Experience (JDE experience preferred)
* Solid Change Management Experience
* 5+ years' experience in supply chain management or related field
* 3-5 years' experience of leading and managing teams in a Call Center environment
* Detail oriented and excellent organizational and analytical skills.
* Great communication skills
* Proficient user of MS-Office Suite (Excel - Intermediate level, Microsoft Word, Powerpoint, SQL)
* 10% Travel
Preferred Education and Experience
* Experience with working in JD Edwards ERP system.
* Master's Degree in Business, Supply Chain, or related discipline.

We Believe in Rewarding our Most Important Resource - Our People!

We show our commitment to Total Rewards by providing a competitive, comprehensive benefits package. In addition to medical, dental and vision plans, company holidays and vacation days, tuition reimbursement, learning and training opportunities, bonus potential, and a 401(k) plan with company contributions, Altium Packaging locations offer rewards and recognition programs and opportunities to make a difference in the community.

EEO Statement

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.

Take your career to the next level at Altium Packaging!