Customer Care & Lead Development Supervisor
About the job
- A high school diploma or GED is required; a BA/BS degree is preferred, or equivalent relevant experience.
- A minimum of 5 years of experience in a fast-paced, high-volume Customer Care, customer operations, lead development, sales support, or related environment is required.
- A minimum of 2 years of people leadership experience with responsibility for team performance and development is required.
- Demonstrated experience managing customer service, lead development, and operational key performance indicators is required.
- Strong computer literacy and intermediate Excel skills are required.
- Ability to work independently, prioritize work, and manage multiple operational priorities is required.
- Strong verbal and written communication skills and ability to collaborate across Customer Care, Sales, warehouse, and other departments are required.
- Strong customer focus, business acumen, and follow-up skills are required.
- Experience using customer feedback, Net Promoter Score, operational data, and performance metrics to drive continuous improvement and business results is required.
- Ability to identify root causes, lead process improvements, provide constructive feedback, and hold team members accountable for performance is required.
- Lead the day-to-day performance and continuous improvement of the Customer Care and Lead Development functions, driving customer satisfaction, timely lead qualification and handoff, operational excellence, and coordination of open orders and customer-impacting fulfillment issues.
- Manage, coach, and develop Customer Care and Lead Development team members.
- Own operational performance across Customer Care and Lead Development, ensuring service levels, pre-queue abandons, average call time, case counts, lead response times, quality, and productivity meet or exceed goals.
- Maintain an active presence with team members to support engagement, productivity, and effective systems and processes.
- Manage weekly staffing schedules, coverage, and team capacity based on customer, lead, and business needs.
- Assign work across emails, chats, cases, lead queues and follow-ups, held order workbench, returns, and other priority work.
- Oversee lead development from initial follow-up through qualification, documentation, disposition, and routing to the appropriate Sales resource; monitor response time, handoff quality, and conversion feedback.
- Coach and develop team members, facilitate training, and maintain individual learning plans.
- Monitor phone calls, case responses, lead follow-up, and chat transcripts for quality and coaching opportunities.
- Review customer care, lead development, and operational reports and metrics daily; identify trends or issues and take action to improve performance.
- Act on the Billing Interface Error report, Cancelation list report, Invoice Register Detail Report, AR Summary Aging report, and other operational exceptions.
- Own Customer Net Promoter Score performance by responding to detractors promptly, identifying trends and root causes, and taking action to improve the customer experience.
- Own onboarding for Customer Care and Lead Development team members, including developing and continuously improving training materials.
- Resolve escalated customer calls, chats, emails, and cases from Customer Care Associates using sound judgment and communication skills.
- Serve as a subject matter expert on Customer Care processes, products, items, and systems.
- Liaise with the warehouse and work cross-functionally with warehouse, Sales, and operations teams to resolve inventory, fulfillment, shipment, delivery, and other customer-impacting issues.
- Lead continuous process improvement efforts to simplify workflows, improve efficiency, and reduce recurring customer and operational issues.
- Support order optimization and proactively manage Open Orders, Order Tracking, held orders, and related customer-impacting issues to ensure timely resolution and clear customer communication.
- Handle special projects and other duties as assigned to support the Berlin Packaging Online business and fulfill employee and manager portions of the Berlin Values.
- A BA/BS degree is preferred, or equivalent relevant experience.
About the company
Berlin Packaging supplies glass, plastic, and metal containers along with design, warehousing, and logistics services to provide end-to-end packaging solutions. Its product ecosystem includes a wide range of containers plus value-added services that help customers design, store, and move packaging efficiently. The company differentiates itself through an acquisition-led growth strategy that expands its geographic reach and capabilities, aiming to be a comprehensive, one-stop packaging supplier rather than a basic container distributor. Its goal is to help customers bring products to market at scale by offering integrated packaging solutions and global coverage.
Company Size
1,001-5,000
Company Stage
Growth Equity (Non-Venture Capital)
Total Funding
$500M
Headquarters
Phoenix, Arizona
Founded
1898
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Simplify's Take
What believers are saying
- Berlin Packaging added BlueSky on June 11, 2026, strengthening UK market share.
- O.Berk joined on June 10, 2026, expanding North American beverage and pharma reach.
- HQ relocation to Merchandise Mart in 2025 signals growth, visibility, and recruitment momentum.
What critics are saying
- Constant acquisitions create integration risk; BlueSky, O.Berk, Cosmei, and Jurcal need rapid systems alignment.
- Packaging customers can switch suppliers quickly, pressuring margins when resins, glass, and freight fluctuate.
- If 2026 integrations slip, Berlin's 2027 cross-sell story collapses and PE exit valuations compress.
What makes Berlin Packaging unique
- Berlin Packaging bundles containers, design, logistics, warehousing, and sourcing through Studio One Eleven.
- June 2026 BlueSky and O.Berk acquisitions extend one platform across EMEA and North America.
- Cosmei and Jurcal deepen packaging expertise in beauty, pharma, and beverage markets.
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Benefits
401(k) Company Match
Health Insurance
Dental Insurance
Vision Insurance
Health Savings Account/Flexible Spending Account
Paid Vacation
Paid Sick Leave
Paid Holidays
Paid Parental Leave
Company Equity
Profit Sharing
Tuition Reimbursement
529 college savings plan
Mental Health Support
Employee Referral Program
Life Insurance
Disability Insurance
Gym Membership
Growth & Insights and Company News
6 month growth
↑ 16%1 year growth
↑ 16%2 year growth
↑ 16%Berlin Packaging makes M&A one-two. Last updated: 12/06/2026 at 7:55 PM 12 June 2026 'We are proud to join forces with Berlin Packaging and excited for the opportunities this partnership creates.' Berlin Packaging has acquired two bottle manufacturers this week: BlueSky in the UK and O Berk Co in the US. Headquartered on the east coast of England, family-owned BlueSky supplies glass, metal and plastic containers. According to Berlin Packaging's EMEA division, its purchase "represents a strategic step in expanding our presence and capabilities in the UK market". "By combining our highly responsive, consultative service with Berlin's global scale, sourcing strength and innovation capabilities, we will be able to offer our customers a broader range of packaging solutions, enhanced supply chain resilience and even greater support as they grow," said BlueSky MD Russell Wade. O Berk Co, meanwhile, is headquartered in New Jersey and has production sites in California, Connecticut and Maryland that supply glass, metal and plastic containers and closures for beverage companies - with previous clients including Maryland-based Seacrets Distilling Co. "We are proud to join forces with Berlin Packaging and excited for the opportunities this partnership creates," said O Berk's CEO, Marc Gaelen. "Berlin's global supply chain, digital capabilities, sustainability expertise, logistics platform and 'Studio One Eleven' design services will enhance the solutions available to our customers and create new opportunities for our employees and suppliers." Financial details of either deal were not disclosed. In other packaging news this week, Sazerac Co released details of a ready-to-drink line in a clear can that the company claims is the "world's first transparent canned vodka water". Jess joined Global Drinks Intel as deputy editor in January 2026 following a stint as a freelance journalist in Panama. She was previously deputy editor at Just Drinks. She has bylines in other industry titles including The Buyer, Fine Lees and Just Food, and has been a sub-editor at The Daily Mail. * The very latest news from across the world's beverage alcohol industry * Cutting-edge intel from its in-depth category & market analyses, backed by benchmark industry data * The best insight on your competitors from its interviews with the industry's leaders
/PRNewswire/ -- Berlin Packaging, the world's largest Hybrid Packaging Supplier®, specializing in the supply of glass, plastic and metal packaging and...
/PRNewswire/ -- Berlin Packaging, the world's largest hybrid packaging supplier®, announced today the acquisition of O.Berk Company, a family-owned supplier of...
MILAN, Nov. 04, 2025 (GLOBE NEWSWIRE) -- Berlin Packaging, the world's largest Hybrid Packaging Supplier®, has announced the acquisition of Jurcal, a Spanish distributor specialising in packaging solutions for the pharmaceutical and veterinary industries.Founded in 1982 and based in Alcobendas, Madrid, Jurcal is led by siblings Julián and Susana Calderón Braña. The company supplies specialized glass and plastic containers, as well as technically advanced dispensers and closures, serving small, medium, and large-scale customers throughout the Iberian Peninsula. In addition, Jurcal offers a wide range of sterilization, decoration, and quality control services for the pharmaceutical and veterinary markets."We are excited to be able to further consolidate our offering and our know-how, especially in the pharmaceutical and veterinary sectors, thanks to a reliable and experienced partner like Jurcal. With its specialized capabilities and our shared commitment to sustainability and innovation, we are confident we can meet our customers' needs even more effectively", said Marcel Schröder, President of Berlin Packaging EMEA."Jurcal has made great strides in recent years, and we are now at the beginning of a new era. Being seen as an attractive partner by a market leader like Berlin Packaging makes us proud: together, we will further expand our reach", commented Julián Calderón Braña, General Manager of Jurcal.About Berlin PackagingBerlin Packaging is the world's largest Hybrid Packaging Supplier® of glass, plastic, and metal containers and closures
Under this agreement, Berlin Packaging has agreed to purchase PET 1881 caps from Origin Materials for sale and distribution to its broad customer base, which includes many of the world's major beverage companies.