Job Details

Head of Customer Service/Experience & Turnkey Commercialization

The FusionPKG Vice President of Customer Service/Experience and Turnkey Commercialization is responsible for managing and overseeing all commercial operations for the packaging and turnkey division. This role requires a strategic leader with a strong project management skill-set and strong process orientation and commercial mindset.

JOB LEVEL: Vice President or Director

POSITION: Depending on experience and expertise, path to become part of the Fusion Leadership Team or immediately part of it

LOCATION: Dallas (preferred) or NJ (close to Paramus)

JOB TYPE: Full-Time

SALARY: Commensurate with experience

MANAGER: Reports into president of FusionPKG

JOB REQUIREMENTS

CUSTOMER SERVICE / EXPERIENCE

• Collaborate directly with Sales, Operations, Design and Engineering departments to manage customer related tasks and fulfill customer needs.
• Manage the team of customer service managers who interact closely with sales executives and management to offer support in the securing of new business by providing quotations, completing sample requests, generating timelines, and ensuring that important operational milestones in the development of an item are met.
• For established customers, the Customer Service Manager is the primary point of contact for order placement and confirmation, price list maintenance, and tracking and follow up of open orders.

COMMERCIALIZATION OF TURNKEY PROJECTS (ESPECIALLY TURNKEY SUPPLIER MANAGEMENT)

• Oversee contract manufacturing partners, ensuring required proper engineering, technical and process safety support is provided.
• Liaison with the commercial turnkey team to align on priorities and ensure efficient execution of projects.
• Manage and drive tech transfer and scale-up of projects at contract manufacturers.
• Responsible for prioritization of resources in the lab and opportunities and ensuring that adequate resources are assigned to each opportunity (R&D, testing etc.)

DIRECT REPORTS

Direct reports include project managers and customer service managers assigned to Fusion's packaging and turnkey division. Reporting structure is expected to expand as the division grows and may include operations coordinators or other similar positions in the future. This role will interface across various departments to include Product Development, China Operations, Sales, Packaging Design, Pricing & Finance, and Logistics.

QUALIFICATIONS

• EDUCATION: Bachelor's degree in Business, Engineering, Chemistry or a related field; MBA or equivalent advanced degree preferred.
• EXPERIENCE: Minimum of 10 years of experience in operations management, with at least 5 years in a senior leadership role within packaging and turnkey solutions industry in Beauty and Personal Care.
• SKILLS: Strong leadership, project management, and client relationship skills. Excellent communication, problem-solving, and decision-making abilities.
• CERTIFICATIONS: PMP or similar project management certification is a plus.

BENEFITS

• Competitive salary and performance-based bonuses
• Comprehensive health, dental, and vision insurance
• Retirement savings plan with company match