Customer Service Manager

CI – The Manufacturing Career HUB•New Paltz, NY

7d•$85,000 - $110,000•Onsite

About The Position

At Viking Packaging, we believe great customer service is more than answering emails and entering orders — it’s about leading teams, solving problems, and helping customers move projects from concept to production quickly and accurately. We are looking for a highly organized and driven Customer Service Manager to lead our Customer Service Representatives and Packaging Design team. This role serves as the critical bridge between customers, sales, design, and production to ensure packaging projects are quoted accurately, processed efficiently, and manufactured successfully. If you thrive in a fast-paced manufacturing environment, enjoy coaching teams, improving processes, and balancing customer expectations with production realities, we want to hear from you. Ready to become a Viking? Annual Salary of $85,000 to $110,000 depending on experience.

Requirements

Associate’s or Bachelor’s degree in Business, Operations, Supply Chain, Communications, or a related field preferred
Equivalent combination of education and leadership experience in customer service, manufacturing support, packaging, printing, or a related industry will be considered
Experience working in corrugated packaging, manufacturing, distribution, or industrial B2B environments strongly preferred
Strong organizational and project management skills with the ability to manage multiple priorities
Excellent communication and interpersonal skills
Strong problem-solving and decision-making abilities
High attention to detail and commitment to accuracy
Comfortable working in a fast-paced manufacturing environment
Strong computer skills including Microsoft Office and ERP/business systems
Ability to work collaboratively across departments and lead through changing priorities

Responsibilities

Lead, coach, and develop a team of Customer Service Representatives and Packaging Designers
Establish performance expectations, accountability, and continuous improvement initiatives
Foster a positive, team-oriented culture focused on urgency, accuracy, and customer satisfaction
Support employee training and professional development
Ensure customer quotes, specifications, and orders are processed quickly and accurately
Partner closely with the sales team to support new business opportunities and ongoing customer relationships
Help prioritize and manage multiple packaging projects simultaneously
Act as the primary escalation point for customer service issues, production concerns, and order challenges
Serve as the communication bridge between customer service and manufacturing operations
Coordinate with production, customer service, sales and design teams to ensure projects move efficiently through the system
Monitor workflow to ensure deadlines, customer expectations, and production capabilities remain aligned
Help resolve issues related to specifications, design & branding, inventory, scheduling, and shipping
Drive operational efficiency through improved processes, communication, and accountability
Review orders, specifications, and customer requirements for accuracy
Maintain customer account information, shipping locations, and special requirements
Utilize ERP and business systems to manage orders, quotes, and production communication
Track team performance metrics and help improve turnaround times