Customer Service Manager

Georgia-Pacific - Battle Creek, MI

Full-time - Mid Level

Battle Creek, MI

10,001+ employees

Wood Product Manufacturing

About the position

The Customer Service Manager (CSM) at Georgia-Pacific is responsible for leading a team of customer service professionals in the corrugated packaging division. This role focuses on optimizing order fulfillment processes and ensuring customer satisfaction by acting as a liaison between various departments. The CSM is a key member of the leadership team, driving accountability and enhancing the customer experience while achieving business goals.

Responsibilities

• Provide strategy and direction to the customer service team regarding best practices and establish clear expectations for order management and customer communication.
• 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.
• Direct and coordinate daily processes with sales, production, shipping, and other support capabilities to ensure customer needs are met effectively.
• 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.
• Communicate promptly and proactively with customers and across all functional areas.
• Focus on improving customer experience that exceeds expectations.
• Continuously evaluate customer service processes and procedures and improve where appropriate.

Requirements

• Customer Service experience in the manufacturing industry
• Supervisory experience managing a team
• Ability to travel at least 10% of the time

Nice-to-haves

• Bachelor's degree
• Experience in corrugated packaging
• Leadership experience in a commercial organization

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Flexible spending accounts
• Health savings accounts
• Life insurance
• Accidental death and dismemberment insurance
• Disability insurance
• Retirement plan
• Paid vacation/time off
• Educational assistance
• Infertility assistance
• Paid parental leave
• Adoption assistance