Customer Service Manager

Greif•Carol Stream, IL

8d•Onsite

About The Position

Greif is a global leader in performance packaging located in 40 countries. The company delivers trusted, innovative, and tailored solutions that support some of the world's most in demand and fastest-growing industries. With a commitment to legendary customer service, operational excellence, and global sustainability, Greif packages life's essentials - and creates lasting value for its colleagues, customers, and other stakeholders. The Customer Service Manager is responsible for leading the day-to-day operations of the Customer Service function within a Greif manufacturing and customer support environment. This role oversees customer service teams, drives operational performance, and ensures a high-quality customer experience aligned with Greif’s commitment to service excellence, responsiveness, and long-term customer partnership. As a global leader in industrial packaging products and services, Greif places strong emphasis on customer relationships, operational reliability, and collaboration across functions. The Customer Service Manager plays a critical role in supporting those priorities by developing high-performing teams, improving service processes, and ensuring timely and accurate communication with customers and internal partners.

Requirements

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

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.
Perform other duties and responsibilities as assigned.