<p>About Us:</p> <p>BW Packaging is driving performance at the intersection of people, technology, and customer care. As part of the privately held Barry-Wehmiller family, we unite a global team of packaging experts with a clear purpose: People Who Care, Building Solutions that Perform. We take on our customers' toughest challenges as our own - delivering both innovative and enduring solutions that set the standard for value and performance. Our strength comes from our people and the power of our brands - trusted names in packaging that are known worldwide for engineering excellence, application expertise, and lifetime commitment to customer success. Truly Human Leadership guides our belief that exceptional business results and profound respect for people together provide the foundation of enduring success. We are committed to forging lasting partnerships with our customers, earning their trust through integrity, expertise, and execution. With our full range of packaging solutions and long term partnership and service, we help customers achieve operational excellence today while building the future of packaging together.</p> <p>Barry-Wehmiller is a diversified global supplier of engineering consulting and manufacturing technology for the packaging, corrugating, sheeting and paper-converting industries. By blending people-centric leadership with disciplined operational strategies and purpose-driven growth, Barry-Wehmiller has become a $3 billion organization with nearly 12,000 team members united by a common belief: to use the power of business to build a better world.</p> <p>Job Description:</p> <p>The Leader, Customer Service - Parts leads a high-performing team of Customer Service Representatives (CSRs) within their assigned area of responsibility - which may be defined by product line, region, or customer segment. The Leader ensures that every customer interaction is handled with urgency, care, and commercial acumen, balancing service excellence with proactive selling to drive Aftermarket (AM) Parts revenue growth.</p> <p>Aligned with the Vice President, Customer Service - Parts, the Leader translates global strategy into tactical execution, ensuring adoption of harmonized processes, system use, and performance standards. The Leader builds team capability, fosters accountability, and develops trusted relationships with customers and internal partners, reinforcing Packaging's mission to make it easy, deepen relationships, and maximize long-term value.</p> <p>Key Responsibilities</p> <p>Team Leadership & Development</p> <ul> <li> <p>Lead, coach, and develop a team of CSRs within assigned scope to deliver revenue while meeting high standards for customer satisfaction and service performance</p> </li><li> <p>Provide ongoing feedback, recognition, and performance management that builds engagement and capability.</p> </li><li> <p>Establish clear roles, accountabilities, and expectations for each CSR, aligned to Packaging's customer care commitment.</p> </li></ul> <p>Sales Performance & Execution</p> <ul> <li> <p>Drive AM Parts sales results by balancing inbound customer responsiveness with outbound, growth-focused outreach.</p> </li><li> <p>Monitor daily CSR activities, pipeline progress, and order fulfillment to ensure accountability and customer confidence.</p> </li><li> <p>Partner with Finance and the People team to implement incentive and recognition programs that reinforce performance.</p> </li></ul> <p>Process, Systems & Standards</p> <ul> <li> <p>Champion consistent adoption of ERP, CRM, and other commercial tools to enable visibility, accuracy, and efficiency.</p> </li><li> <p>Establish and reinforce common definitions, data integrity practices, and reporting standards across the team.</p> </li><li> <p>Identify and implement process improvements that increase speed, quality, and customer experience.</p> </li></ul> <p>Customer & Cross-Functional Engagement</p> <ul> <li> <p>Serve as a trusted point of escalation for complex customer issues, ensuring problems are resolved with urgency and transparency.</p> </li><li> <p>Collaborate with New Equipment and Aftermarket Sales teams to deliver integrated customer touchpoints.</p> </li><li> <p>Partner with Marketing and Customer Experience teams to ensure proactive communications and aligned service practices.</p> </li></ul> <p>Operational Excellence</p> <ul> <li> <p>Exceed Customers Expectations and deliver on the Trust they've given us through their order.</p> </li><li> <p>Embody Barry-Wehmiller's Team Member Expectations & Team Member Goals.</p> </li><li> <p>Recommend and implement process improvements to increase workflow optimization, efficiency and waste reduction.</p> </li><li> <p>Adhere to standard processes and practices.</p> </li><li> <p>Follow all safety guidelines, including wearing required PPE, and maintain a clean, organized work area.</p> </li></ul> <p>Qualifications & Experience</p> <ul> <li> <p>5+ years of experience in Customer Service, Sales, or related commercial roles.</p> </li><li> <p>Demonstrated success leading teams to achieve measurable revenue and performance results.</p> </li><li> <p>Strong working knowledge of ERP and CRM tools; experience implementing new systems preferred.</p> </li><li> <p>Excellent communication skills, with proven ability to manage both customer relationships and internal stakeholder alignment.</p> </li><li> <p>Data orientation with proven ability to analyze performance, identify trends, and adjust strategy.</p> </li><li> <p>Bachelor's degree required.</p> </li></ul> <p>Personal Attributes & Competencies</p> <ul> <li> <p>High ethical standards. Models and supports organization's goals and values; adapts to changing conditions; demonstrates persistence and overcomes obstacles.</p> </li><li> <p>Excellent communication (oral and written) and interpersonal skills with the ability to convey information and ideas in a variety of media.</p> </li><li> <p>Action oriented and full of energy; enjoys challenges; drives for results.</p> </li><li> <p>Solid analytical skills and solution-driven thinking; collects and researches data; uses intuition and experience to complement data. Makes good decisions based upon a mixture of analysis, wisdom, experience, and judgment</p> </li><li> <p>Agility and personal adaptability with the ability to successfully manage multiple priorities with a high sense of urgency in a rapidly changing environment.</p> </li><li> <p>Identifies and resolves problems in a timely manner; develops alternative solutions; works well in group problem solving situations</p> </li><li> <p>Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work.</p> </li><li> <p>Flexibility to take on evolving responsibilities in response to strategic priorities and business needs.</p> </li></ul> <p>Physical Demands (Essential Functions)</p> <ul> <li> <p>Ability to sit or stand and work at a desk or workstation for extended periods,</p> </li><li> <p>Ability to use a computer, keyboard, mouse, and phone for prolonged periods of time.</p> </li><li> <p>Ability to read information on screens, documents, and presentations and to communicate verbally and in writing.</p> </li><li> <p>Ability to work in a variety of environments, including office settings and manufacturing plants.</p> </li><li> <p>Ability to travel by air, car or train.</p> </li></ul> <p>At Barry-Wehmiller we recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please still consider applying. We know that our differences often can bring about innovation, excellence and meaningful work-therefore, people from all backgrounds are encouraged to apply to our positions. Please let us know if you require reasonable accommodations during the interview process.</p> <p>Barry-Wehmiller is an equal opportunity employer. M/F/D/V This organization uses E-Verify.</p> <p>Applicants may be subject to pre-employment screening which may include drug screening, reference checks, employment verifications, background screening and/or skills assessments.</p> <p>Company:</p> <p>BW Packaging</p>