Customer Service Manager

Key Responsibilities

• Supervise Customer Service Representatives and manage the daily operations of the customer service function.
• Communicate pricing, product information, shipping dates, and other order-related details to ensure high levels of customer satisfaction and service reliability.
• Address escalated and more complex customer issues, ensuring timely resolution and strong customer relationships.
• Collect operational information and prepare reports, metrics, and service updates as required.
• Communicate departmental goals and expectations while applying company policies and procedures.
• Recruit, train, coach, and develop Customer Service team members while supporting employee engagement and performance management activities.
• Recommend salary increases, administer discipline, and promote positive employee relations in alignment with company standards.
• Partner closely with Operations, Scheduling, Shipping/Receiving, Supply Chain, Sales, and other departments to support customer needs and operational priorities.
• May prepare quotation packets, pricing documents, and customer support materials.
• Identify opportunities to improve customer service operations, workflows, communication, and responsiveness while recommending operational improvements.
• Support Greif’s culture of continuous improvement, teamwork, customer focus, and operational excellence.

Education and Experience

• Typically possesses a bachelor’s degree and 5–6 years of relevant experience.

Knowledge and Skills

• Strong supervisory, problem-solving, organizational, and planning skills.
• Advanced knowledge of products, customer support processes, and order management.
• Excellent interpersonal, verbal, written, and presentation communication skills.
• Ability to lead teams, motivate colleagues, and foster a collaborative work environment.
• Fundamental understanding of computer operations and business software systems.
• Strong customer service orientation and ability to build positive customer relationships.
• Ability to work cross-functionally in a fast-paced manufacturing and operational environment.
• Solid product line knowledge and understanding of customer requirements.

Benefits

Greif offers a comprehensive benefits package, including medical, dental, paid time off, and other competitive benefits which are available for eligible colleagues effective day one. Offers for this position may vary based on market data and other factors such as job-related knowledge, skills, experience, and geographic location. The position may also be eligible for a short-term incentive.