Customer Service Manager

Buckeye Corrugated•Indianapolis, IN

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 works closely with Sales, Design, Procurement, Manufacturing, Logistics, and Accounting to meet customer requirements efficiently and accurately, and oversees customer projects from order entry through delivery. As a member of the leadership team, the manager is responsible for department performance, employee development, process improvement, customer retention, and supporting profitable growth. The position promotes a customer-focused culture aligned with BCI’s values and employee-owner mindset. Duties may vary and include other assigned responsibilities and special projects. Buckeye Corrugated, Inc. is a privately held, employee-owned company with twelve corrugated manufacturing facilities in ten states. It provides custom-designed corrugated packaging, displays, packaging, fulfillment, and logistics services.

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 that lack necessary detail.
Ability to read and interpret instructions, reports, and manuals.
Ability to perform basic math, including calculations involving discounts, interest, and percentages.

Nice To Haves

Five or more years of customer service experience in a manufacturing environment.
Three or more 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.
Act 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 customer retention and growth initiatives.
Oversee customer service operations, including 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 proactively.
Monitor departmental performance and service metrics, analyze trends, and implement corrective actions.
Identify process, system, and workflow improvements 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.