Customer Service Manager
About The Position
The Local Manager, Customer Service leads plant‑based customer service operations while partnering closely with Regional Customer Service leadership, Regional Sales leaders, and plant Operations teams to ensure seamless order execution and production readiness. This role oversees the local customer service team responsible for complex, production‑critical customer work including order coordination, documentation accuracy, and exception management. Reporting to the Regional Manager, Customer Service, the Local Manager translates organizational service strategies into reliable plant execution. They ensure customer orders are prepared accurately for production while maintaining strong collaboration with plant operations to support operational performance and customer satisfaction.
Requirements
- Bachelor's degree or 3-5 years Customer Service leadership experience within a manufacturing environment.
- Proven ability and willingness to develop relationships with customers and internal functional partners.
- Broad and deep experience in all aspects of leadership and operations.
- Extensive experience with manufacturing ERP systems, preferably Label Traxx and Radius.
- History of client-driven orientation with strong focus on service excellence.
- Strong communication (written and verbal) and influencing skills.
Responsibilities
- Lead the onsite customer service function supporting the plant’s production environment and customer commitments.
- Serve as the primary Customer Service partner to plant leadership, prepress, and production teams.
- Ensure job jackets, production documentation, and order specifications are accurate and complete before production release.
- Coordinate plant‑level issue resolution and escalate customer or order risks when necessary.
- Oversee complex or high‑touch customer programs that require close coordination with plant operations.
- Ensure complex orders are entered accurately and production requirements are fully understood.
- Support customer issue resolution in partnership with Sales, Regional Customer Service leadership, and Operations.
- Lead, coach, and develop local Customer Service Representatives.
- Build a high‑performing team focused on operational excellence, responsiveness, and customer satisfaction.
- Support employee development, performance management, and succession planning within the Customer Service organization.
- Monitor plant‑level service metrics including order entry cycle time, order accuracy, backlog, and service levels.
- Drive continuous improvement initiatives that strengthen both customer experience and operational reliability.
- Ensure compliance with Customer Service standard work and regional service processes.
- Partner with the Regional Manager, Customer Service to align plant activities with regional service strategies.
- Collaborate with regional pooled teams to balance workload and ensure efficient execution of standardized work.
- Support onboarding of new business by coordinating customer requirements, documentation readiness, and production alignment.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
501-1,000 employees
