Customer Service Manager

Customer Service Manager

The Customer Service Manager is responsible for leading a team of customer service representatives to deliver exceptional service experiences across all customer touchpoints. This role ensures operational excellence, drives continuous improvement, and fosters a customer-centric culture aligned with the company's strategic goals.

Key Responsibilities:

• Lead, coach, and develop a high-performing customer service team.
• Monitor and analyze service metrics (e.g., On Time In Full) to identify trends and implement improvements.
• Manage escalations and resolve complex customer issues with professionalism and urgency.
• Collaborate cross-functionally with Sales, Supply Chain, and Operations to enhance customer experience.
• Develop and implement policies, procedures, and training programs to ensure service consistency.
• Oversee workforce planning, scheduling, and resource allocation.
• Utilize CRM and support platforms to optimize workflows and reporting.
• Ensure compliance with company policies, industry regulations, and quality standards.

Qualifications:

• Bachelor's degree in Business, Communications, or related field (Master's preferred).
• 5+ years of experience in customer service, with at least 2 years in a managerial role.
• Proven leadership and team development skills.
• Strong analytical and problem-solving abilities.
• Excellent communication and interpersonal skills.
• Experience with ERP systems (e.g., SAP, QAD) and data analytics tools.
• Ability to thrive in a fast-paced, high-volume environment.
• Commitment to continuous improvement and innovation.

GPI's Benefit Program:

• Competitive Pay
• 401(k) w/employer matching
• Health & Welfare Benefits
• Medical, dental, vision, and prescription drug coverage
• Short and Long-Term Disability
• Life Insurance
• Accidental Death & Dismemberment (AD&D) Insurance
• Flexible Spending and Health Savings Accounts
• Various Voluntary Benefits
• Adoption Assistance Program
• Employee Discount Programs
• Employee Assistance Program
• Tuition Assistance Program
• Paid Time Off + 11 paid company holidays each year

Applications accepted on an ongoing basis and there is no deadline. Graphic Packaging is an Equal Opportunity Employer. All candidates will be evaluated on the basis of their qualifications for the job in question. We do not base our employment decision on an employee's or applicant's race, color, religion, age, gender or sex (including pregnancy), national origin, ancestry, marital status, sexual orientation, gender identity, genetic identity, genetic information, disability, veteran/military status or any other basis prohibited by local, state, or federal law.