Customer Service and Machine Asset Coordinator

Description

Sustainability, plastic pollution and climate change have never been more at the forefront of our world as they are today.

At Ranpak, sustainability has been in our DNA since our founding in 1972. Ranpak’s goal then was to create the first environmentally responsible system to protect products during shipment and today, our mission remains the same: To deliver sustainable packaging solutions that help improve supply chain performance and costs, reduce environmental impact, and support a variety of growing business needs globally. The development and improvement of materials, technologies (such as automation) and total solution systems have earned Ranpak a reputation as an innovative leader in eCommerce and industrial supply chain solutions.

Ranpak’s customers span across a variety of industries including automotive parts, electronics, eCommerce, machinery and homegoods. Our customers include Amazon, IKEA, Sephora, Misfit Market and BMW.

Ranpak’s corporate headquarters are in Concord Township, Ohio with European and Asia Pacific headquarters in Heerlen, the Netherlands and Singapore City, Singapore, respectively. Additionally, we are building a state of the art new facility in Shelton, CT.

Ranpak Holdings Corp. is a New York Stock Exchange listed company (NYSE: PACK).

The Machine Asset Coordinator will be responsible for the day-to-day management of Ranpak’s North American deployed paper converter machines currently in use in thousands of end user locations. Ranpak deploys our proprietary paper converting machines to distributors and end users across North America, and because we retain ownership of these assets, we must maintain accurate records of the location and billing information for all machines in the field. The Machine Asset Coordinator will work closely with sales, end users, and distributors to manage the machine movement and billing processes for our North American machine population.

Job Duties:

Track Ranpak’s machine locations in North America using various systems including SAP, SugarCRM, and ServiceNow with the goal of ensuring each machine’s current disposition is accurate regarding location and possessor information

Manage the machine movement process, including internal and external machine movements/transfers, and machine returns from customers

Manage the machine user fee billing program to ensure Ranpak is accurately billing the proper parties for their population of machines

Work with sales managers, end users, and distributors to ensure machine location and distributor inventory is accurate and updated in a timely manner

Manage communications (including emails, Service Now tickets, and phone calls) from sales managers, end users, and distributors regarding machine location, return, and billing inquiries

Manage various projects and assignments as needed

Minimum Requirements:

2 years’ experience in Customer Service, Administrative, or related field

High School Diploma required; BA preferred

Must be extremely detail oriented, analytical, customer focused, and have excellent written and verbal communication skills

Experience with CRM systems (SugarCRM), SAP, Power BI, Microsoft Office (particularly Excel), and/or customer support ticketing systems (ServiceNow) is preferred