As the Director of Customer Solutions at ePac Flexible Packaging, Richard Hardin plays a pivotal role in shaping the customer experience and driving operational excellence within the organization. His current focus is on the development and implementation of a newly established Customer Solutions Center, where...
As the Director of Customer Solutions at ePac Flexible Packaging, Richard Hardin plays a pivotal role in shaping the customer experience and driving operational excellence within the organization. His current focus is on the development and implementation of a newly established Customer Solutions Center, where he is tasked with creating protocols, key performance indicators (KPIs), and operating standards for managing incoming customer service requests. Richard's expertise in customer experience and relationship building is instrumental in fostering a collaborative environment with the ePac Inside Sales team, ensuring that customer satisfaction remains at the forefront of all initiatives.
Richard's strategic approach involves leveraging advanced Enterprise Resource Planning (ERP) systems and Customer Relationship Management (CRM) tools to streamline processes and enhance service delivery. By implementing web-based and mobile applications, he aims to provide customers with seamless access to information and support, thereby improving overall engagement and satisfaction. His proficiency in training and development enables him to cultivate a high-performing team that is well-equipped to address customer needs effectively.
In addition to his operational responsibilities, Richard is committed to continuous improvement and innovation within the customer solutions framework. He actively tracks performance metrics and solicits feedback to refine processes, ensuring that ePac remains responsive to market demands and customer expectations. With a results-driven mindset and a passion for excellence, Richard Hardin is dedicated to transforming the customer service landscape at ePac Flexible Packaging, positioning the company as a leader in the flexible packaging industry.
