Customer Service Manager

Buckeye Corrugated, Inc. • Indianapolis, IN

8d

About The Position

The Customer Service Manager leads and directs the Customer Service team to deliver exceptional service, operational excellence, and customer satisfaction. The role partners with Sales, Design, Procurement, Manufacturing, Logistics, and Accounting to ensure customer requirements are met efficiently and accurately. The manager is responsible for departmental performance, employee development, process improvement, customer retention, and successful execution of customer projects from order entry through delivery.

As a member of the leadership team, this position supports continuous improvement, profitable growth, and a customer-focused culture aligned with BCI’s values and employee-owner mindset. The role also oversees customer service operations, resolves complex customer issues, monitors service metrics, maintains accurate business data, and supports business planning and departmental procedures.

Requirements

• Strong communication, coaching, and interpersonal skills.
• Proficiency with Microsoft Office applications, including Excel, Outlook, and Teams.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong analytical, organizational, and problem-solving skills.
• Ability to work through situations lacking necessary detail.
• Ability to read and interpret instructions, reports, and manuals.
• Ability to perform basic math, including discounts, interest, and percentages.

Nice To Haves

• 5+ years of customer service experience in a manufacturing environment.
• 3+ years of leadership or supervisory experience.
• Bachelor’s degree in Business, Operations, Supply Chain, or a related field.
• Corrugated packaging industry experience.
• Experience with Amtech ERP or similar manufacturing systems.
• Experience managing customer inventory programs and production-related customer service functions.
• Demonstrated success leading process improvement initiatives.

Responsibilities

• Lead, coach, develop, and manage the Customer Service team, including hiring, training, performance management, and employee development.
• Foster a customer-focused culture of accountability, teamwork, communication, and continuous improvement.
• Serve as the primary escalation point for complex customer issues, service concerns, and account-related challenges.
• Build and maintain customer relationships and collaborate with Sales on retention and growth initiatives.
• Oversee accurate order entry, pricing, specifications, inventory management, and on-time delivery commitments.
• Coordinate Customer Service activities with Sales, Design, Procurement, Manufacturing, Logistics, and Accounting.
• Participate in production and planning meetings to identify and resolve customer-impacting issues.
• Monitor departmental performance and service metrics, analyze trends, and implement corrective actions.
• Identify opportunities to improve processes, systems, and workflows to enhance customer experience and operational efficiency.
• Ensure the accuracy and integrity of customer, order, inventory, and pricing data in company systems.
• Support forecasting, budgeting, pricing reviews, and other business initiatives.
• Develop, document, and maintain departmental procedures, training materials, and best practices.
• Promote and enforce compliance with company policies, quality standards, safety requirements, and ethical business practices.
• Perform other duties and special projects as assigned.

Benefits

• Medical, dental, vision, life insurance, and disability benefits.
• 401(k).
• Paid time off and holidays.
• Competitive pay and a robust benefits package.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed