Customer Service Manager

TRAY-PAK CORPORATION • St. Lawrence, PA

8d • Onsite

About The Position

We are currently seeking a talented Customer Service Manager to join the team at our manufacturing facility in Reading, PA. The Customer Service Manager is responsible for leading all customer service activities to ensure an exceptional customer experience throughout the order fulfillment lifecycle. This position oversees the customer service team, manages customer relationships, and serves as the central liaison between customers, Sales, Production, Purchasing, Scheduling, Shipping, Quality, and Finance. The role is accountable for order processing, contract review, logistics coordination, invoicing, customer satisfaction, and continuous improvement initiatives.

Requirements

• High School Diploma or equivalent required.
• 5–10 years of customer service experience, including at least 3 years in a leadership role.

Nice To Haves

• Bachelor's degree preferred.
• Manufacturing industry experience preferred.
• ERP system experience (IQMS, Macola, or equivalent) preferred.
• Bilingual: Knowledge of Spanish / English would be ideal but not required.

Responsibilities

• Lead, develop, and supervise Customer Service Representatives.
• Oversee customer order entry, verification, pricing, contract review, and fulfillment processes.
• Serve as the primary escalation point for customer concerns, complaints, and service issues.
• Coordinate activities between Sales, Production, Purchasing, Scheduling, Quality, Shipping, and Accounting.
• Participate in weekly production and scheduling meetings and communicate key updates to stakeholders.
• Ensure accurate shipping documentation, freight coordination, and invoicing.
• Develop departmental KPIs and identify process improvement opportunities.
• Monitor OTIF (On-Time In-Full) delivery performance and customer satisfaction metrics.
• Train, coach, and evaluate customer service staff.
• Orders are entered accurately and processed in a timely manner.
• Customer shipments are delivered on time with accurate documentation.
• Customer complaints are resolved promptly and professionally.
• Departmental performance goals and service metrics are achieved.

Benefits

• Competitive salary
• Comprehensive benefits package (Medical, Dental, Vision)
• 401(k) with company match
• Paid Time Off (PTO) and paid holidays
• Opportunity for growth within a stable, essential industry

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED