Customer Service Manager

Koch•West Chester, OH

10d•Onsite

About The Position

Georgia-Pacific is currently seeking a Customer Service Manager for our corrugated packaging Sheet Feeder plant in West Chester, OH. The Customer Service Manager will be responsible for leading and providing direction to a team of Customer Service professionals that support the Sheet Feeder region. The Customer Service Manager is responsible for the optimization of the order fulfillment processes by functioning as a liaison between customers, sales, customer service, operations, and logistics partners, thereby ensuring our customers’ satisfaction. The Customer Service Manager is a key member of the Sheet Feeder leadership team and interacts with cross-functional groups to enhance our customers’ experience and achieve business goals. Our Team Digital printing is transforming packaging by enabling greater flexibility, speed, and customization, and Georgia-Pacific Corrugated is a leader in wide-web digital printing within the North American corrugated packaging industry. Our team is dedicated to delivering high-quality corrugated packaging solutions through innovation, expertise, and collaboration. Click here to see how we make our corrugated boxes and click here to explore our full range of products!

Requirements

Minimum of 4 years of customer service experience in sales, manufacturing, distribution centers, and/or the packaging industry.
Proven experience supervising and developing direct reports.
Ability and willingness to travel at least 20% of the time.
Flexibility to work overtime and weekends as business needs require.

Nice To Haves

Bachelor’s degree.
Demonstrated leadership experience in a commercial organization, with a proven ability to lead teams and drive business results.
Experience in the corrugated packaging industry and/or manufacturing environment, with familiarity with operational processes and customer requirements.

Responsibilities

Provide strategy and direction to the customer service team regarding best practices and establish clear expectations for order management, customer communication, and other team responsibilities.
Ensure you and your team are connected to the business vision.
Drive ownership and accountability throughout the team to perform activities aligned with best practice guidelines.
Identify methods to hold the team accountable to KPIs and deliver timely feedback on exceptions.
Provide ongoing coaching and feedback to help each employee recognize their individual strengths and opportunities, so they can contribute and succeed.
Direct and coordinate daily processes with sales, production, shipping, and other support capabilities to ensure customer needs are being met in the most effective, optimal way.
Apply critical thinking skills and make clear decisions in a fast-paced environment.
Utilize available technology solutions, data tools, and spreadsheets to make fact-based decisions and communicate information that leads to profitable actions.
Communicate promptly and proactively with customers, the customer service team, and across all functional areas.
Focus on an improved customer experience that exceeds customer expectations.
Continuously evaluate customer service processes and procedures and improve where appropriate.
Deliberately apply our business philosophy and foster an environment of respectful challenge and principled entrepreneurship.