Customer Service Representative Lead

Veritiv Corporation • Sycamore, IL

13d • Onsite

About The Position

Our Customer Service Representative Lead in corrugated manufacturing will oversee the daily customer service operations related to order management, production coordination, and post-delivery support. This role acts as the key liaison between customers, sales, production, planning, logistics, and quality teams to ensure accurate order fulfillment, clear communication, and high customer satisfaction. The Lead provides hands-on leadership to the customer service team while managing escalations, process improvement, and performance metrics.

Requirements

• 2+ years of successful supervisory/management experience preferred.
• Ability to motivate and develop direct reports, as well as size up new talent.
• Ability to manage multiple projects, work under pressure, and adapt to sudden changes in the work environment.
• Ability to work in a team environment.
• Proficient with Microsoft Office Suite.

Nice To Haves

• High School Diploma Preferred

Responsibilities

• Lead, coach, and support a team of customer service.
• Assists with assigning and prioritize daily workloads related to orders, forecasts, and customer inquires.
• Provide training on products, work processes, ERP systems, and customer requirements.
• Support onboarding and ongoing skill development for team members.
• Serve as the first point of escalation for customer and internal issues.
• Order & Account Management
• Customer Issue Resolution
• Cross-Functional Collaboration
• Performance Monitoring & Reporting

Benefits

• Healthcare benefits
• 401k
• paid time off
• tuition reimbursement
• 401k with match start date of hire
• parental bonding time
• annual Profit-Sharing Program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED