Customer Experience Manager

Golden West Packaging Group; Livermore (CA); On-site; USD 110,000 - 140,000; Full time

Job summary

Join a leading packaging company as a Customer Experience Manager, shaping the way top brands experience service. Lead and inspire your team to deliver exceptional customer interactions while managing the entire customer journey from order entry to delivery. This role offers a competitive compensation package and the opportunity to influence an inclusive, people-first culture.

Benefits

Comprehensive medical, dental, and vision insurance

401(k) with company contribution

Generous paid time off

Career development opportunities

Qualifications

• 5+ years of customer service or related experience in manufacturing or packaging.
• Experience managing people in a fast-paced environment.
• Highly organized, self-motivated and data-driven.

Responsibilities

• Inspire and develop a team of Customer Service Representatives.
• Manage the end-to-end customer journey and ensure satisfaction.
• Collaborate with Sales, Operations, and Supply Chain teams.

Skills

Communication

Interpersonal skills

Organizational skills

Data-driven decision making

Education

Bachelor's degree in Marketing, Business, or Communications

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Job description

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Make Your Mark Where It Matters

Make Your Mark Where It Matters

Are you a strategic leader who thrives on building exceptional customer experiences and empowering high-performing teams? Join Golden West Packaging Group, where your leadership will shape how top brands experience our service—one partnership at a time.

At Golden West Packaging, we’re not just delivering boxes—we’re delivering trust. As our Customer Service Manager, you’ll lead a passionate team committed to making every customer interaction seamless, positive, and unforgettable.

Who We Are

Golden West Packaging Group is a leading West Coast mill-independent specialty packaging and printing business. With 12 manufacturing facilities across California and Washington, we deliver innovative, sustainable solutions for some of the most recognizable brands in food, medical device, tech, wine, pharma, cosmetics, and more.

Our capabilities span structural and graphic design, value-added converting, flexographic printing, and lithographic lamination. We’re proud to be part of an essential, growing industry—and even prouder of the inclusive, people-first culture we’re building.

What You’ll Do

Lead a High-Performing Team

• Inspire, coach, and develop a team of Customer Service Representatives to deliver best-in-class service and exceed performance goals.
• Set clear expectations, provide ongoing feedback, and create a culture of accountability, ownership, and continuous improvement.
  
  

Own The Customer Experience

• Serve as the critical link between our customers and internal teams, ensuring seamless communication, proactive problem-solving, and consistent follow-through.
• Manage the end-to-end customer journey—from order entry and estimating to delivery and inventory control—with a focus on speed, accuracy, and satisfaction.
  
  

Drive Cross-Functional Alignment

• Participate in daily production meetings and proactively share updates with relevant departments to ensure smooth operations and on-time delivery.
• Collaborate with Sales, Operations, and Supply Chain teams to align on forecasts, pricing, and performance targets.
  
  

Improve Systems and Processes

• Continuously evaluate and enhance customer service workflows, tools, and metrics to boost efficiency, responsiveness, and service quality.
• Manage customer accounts with precision, including pricing, specs, shipping, and inventory adjustments, while helping identify and implement process improvements.
  
  

Track Results and Make Data-Driven Decisions

• Monitor and report on key service metrics and customer satisfaction KPIs to drive insights and accountability.
• Support sales planning efforts with performance analysis, data-driven recommendations, and inventory planning.
  
  

What You’ll Need

• Bachelor’s degree required (Marketing, Business, or Communications preferred)
• 5+ years of customer service or related experience in manufacturing or packaging
• Experience managing people and driving performance in a fast-paced environment
• Strong communication and interpersonal skills
• Highly organized, self-motivated, and data-driven
• Proficiency with Microsoft Word, Excel, and PowerPoint
• Corrugated industry experience strongly preferred
  
  

What You’ll Get

• Competitive total compensation package (Pay Range: $110,000–$140,000/year, consideration above the range for well qualified candidates with corrugated manufacturing experience)
• Comprehensive medical, dental, vision, life insurance, and 401(k) with company contribution
• 10 paid holidays + generous paid time off
• Employee Assistance Program with wellness, nutrition, and retirement support
• Career development opportunities in a growing company
• A welcoming, inclusive workplace that values your individuality and contributions
  
  

Ready to lead with purpose and passion? We’d love to hear from you.

Golden West Packaging Group is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We prohibit discrimination and harassment of any kind.

External Recruitment Agencies: To protect the interests of all parties, GoldenWest Packaging Group (GWPG) will not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to GWPG, including unsolicited resumes sent directly to GWPG leaders/managers/coworkers or to Epiphany's database will be considered GWPG property. GWPG will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume. At this time no external agencies will be considered for the recruitment of this position.

• Bachelor’s degree required (Marketing, Business, or Communications preferred)
• 5+ years of customer service or related experience in manufacturing or packaging
• Experience managing people and driving performance in a fast-paced environment
• Strong communication and interpersonal skills
• Highly organized, self-motivated, and data-driven
• Proficiency with Microsoft Word, Excel, and PowerPoint
• Corrugated industry experience strongly preferred

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Packaging & Containers

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