Customer Service Manager

Georgia-Pacific is seeking a Customer Service Manager for our corrugated packaging Sheet Feeder plant in West Chester, OH. This role leads a team of Customer Service professionals supporting the Sheet Feeder region and optimizes order fulfillment processes as a liaison between customers, sales, operations, and logistics partners to ensure customer satisfaction.

About the Team

Georgia-Pacific Corrugated is a leader in wide-web digital printing within the North American corrugated packaging industry. Our team delivers high-quality corrugated packaging solutions through innovation, expertise, and collaboration.

Responsibilities

• Provide strategy and direction to the customer service team regarding best practices and establish clear expectations for order management, customer communication, and other team responsibilities.
• Ensure you and your team are connected to the business vision and drive ownership and accountability aligned with best practice guidelines.
• Identify methods to hold the team accountable to KPIs and deliver timely feedback on exceptions.
• Provide ongoing coaching and feedback to help each employee recognize their individual strengths and opportunities.
• Direct and coordinate daily processes with sales, production, shipping, and other support capabilities to ensure customer needs are met effectively and optimally.
• Apply critical thinking skills and make clear decisions in a fast-paced environment.
• Utilize available technology solutions, data tools, and spreadsheets to make fact-based decisions and communicate information that leads to profitable actions.
• Communicate promptly and proactively with customers, the customer service team, and across all functional areas.
• Focus on an improved customer experience that exceeds customer expectations.
• Continuously evaluate customer service processes and procedures and improve where appropriate.
• Deliberately apply our business philosophy and foster an environment of respectful challenge and principled entrepreneurship.

Requirements

• Minimum of 4 years of customer service experience in sales, manufacturing, distribution centers, and/or the packaging industry.
• Proven experience supervising and developing direct reports.
• Ability and willingness to travel at least 20% of the time.
• Flexibility to work overtime and weekends as business needs require.

Qualifications

• Bachelor’s degree (preferred).
• Demonstrated leadership experience in a commercial organization, with a proven ability to lead teams and drive business results.
• Experience in the corrugated packaging industry and/or manufacturing environment, with familiarity with operational processes and customer requirements (preferred).

Pay

Compensation is determined by available market data, considering each candidate's knowledge, skills, abilities, and geographic location. The range provided is an estimate and may be higher or lower.

Benefits

• Medical, dental, and vision insurance.
• Flexible spending and health savings accounts.
• Life insurance, ADD, and disability coverage.
• Retirement plans.
• Paid vacation and time off.
• Educational assistance.
• Infertility assistance, paid parental leave, and adoption assistance (eligibility criteria apply).

Benefits may vary by geographic region. Everyone has individual work and personal needs, and we seek to enable the best work environment to help you and the business produce superior results.