Customer Service Lead

Reporting to the Operations Manager, the Customer Service Lead (CSL) oversees the Customer Service team within the Elizabethtown Packaging plant, ensuring accurate, on-time order delivery and high client satisfaction. They bridge the gap between sales, production, design, and logistics, handling complex orders, resolving escalated issues, and driving process improvements.

Responsibilities

• Lead, train, and coach customer service representatives (CSRs) to ensure high-quality service and performance.
• Oversee the entire order cycle from entry, pricing, and scheduling to production and shipment.
• Collaborate with plant production, design, shipping, and sales teams to manage inventory and meet delivery deadlines.
• Manage key accounts, resolve complaints, and act as the primary contact for client needs.
• Establish KPIs, analyze workflows, and implement improvements to enhance efficiency and customer experience.
• Perform any other duties as assigned by Management.

Requirements

• 5+ years in customer service, preferably within the corrugated box, container, or packaging industry.
• 2 years business-to-business experience in Corrugated manufacturing customer service environment preferred.
• Ability to manage a variety of concurrent tasks in a fast-paced work environment.
• Time management, planning, and organizational skills.
• Effective decision-making and problem-solving abilities.
• Excellent interpersonal and communications skills.
• Strong initiative and adaptable to change.
• Ability to thrive in a team environment.
• Detail-oriented with safe work practices.
• Excellent knowledge of IT tools (MS Office suite software; knowledge of Kiwiplan would be an asset).
• Embrace and foster an environment that supports Kruger’s core values of Integrity, Respect, Excellence, Teamwork, and Accountability.

Skills

• Strong problem-solving, communication, and interpersonal abilities.
• Proficiency in ERP systems and Microsoft Office.

Qualifications

• High school diploma required; Associate's or Bachelor’s degree preferred.