Customer Service Manager

Georgia Pacific; Olde West Chester (OH); On-site; USD 70,000 - 90,000; Full time

Job summary

Georgia-Pacific is seeking a Customer Service Manager for our West Chester, OH corrugate packaging Sheet Feeder plant. You will lead a team of customer service professionals, optimize order fulfillment, and act as the liaison among customers, sales, operations, and logistics to ensure satisfaction and drive business goals.

The role requires strategic direction, coaching, KPI accountability, and cross-functional collaboration with sales, production, shipping, and other support functions to

Qualifications

• Minimum 4 years of customer service experience in sales, manufacturing, distribution centers, and/or the packaging industry.
• Proven experience supervising and developing direct reports.
• Ability and willingness to travel at least 20% of the time.
• Flexibility to work overtime and weekends as business needs require.

Responsibilities

• Provide strategy and direction to the customer service team regarding best practices and establish clear expectations for order management, customer communication, and other team responsibilities.
• Drive ownership and accountability throughout the team to perform activities aligned with best practice guidelines.
• Provide ongoing coaching and feedback to help each employee recognize their strengths and opportunities.
• Direct and coordinate daily processes with sales, production, shipping, and other support capabilities to ensure customer needs are met efficiently.
• Apply critical thinking and make clear decisions in a fast-paced environment.
• Utilize data tools and spreadsheets to inform decisions and drive profitable actions.
• Communicate promptly with customers and across functional areas.
• Focus on improving the customer experience and exceeding expectations.
• Continuously evaluate and improve customer service processes.

Skills

Leadership

Team supervision

Customer service

Communication

Strategic thinking

Education

Bachelor's degree

Job description

Georgia-Pacific is currently seeking a Customer Service Manager for our corrugated packaging Sheet Feeder plant in West Chester, OH.

The Customer Service Manager will be responsible for leading and providing direction to a team of Customer Service professionals that support the Sheet Feeder region. The Customer Service Manager is responsible for the optimization of the order fulfillment processes by functioning as a liaison between customers, sales, customer service, operations, and logistics partners, thereby ensuring our customers' satisfaction. The Customer Service Manager is a key member of the Sheet Feeder leadership team and interacts with cross-functional groups to enhance our customers' experience and achieve business goals.

Our Team

Digital printing is transforming packaging by enabling greater flexibility, speed, and customization, and Georgia‑Pacific Corrugated is a leader in wide‑web digital printing within the North American corrugated packaging industry.

Our team is dedicated to delivering high‑quality corrugated packaging solutions through innovation, expertise, and collaboration.

What You Will Do

• Provide strategy and direction to the customer service team regarding best practices and establish clear expectations for order management, customer communication, and other team responsibilities. Ensure you and your team are connected to the business vision.
• 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, so they can contribute and succeed.
• Direct and coordinate daily processes with sales, production, shipping, and other support capabilities to ensure customer needs are being met in the most effective, optimal way.
• 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 that leads to profitable actions.
• Communicate promptly and proactively with customers, the customer service team, and across all functional areas.
• Focus on an improved customer experience that exceeds customer expectations.
• Continuously evaluate customer service processes and procedures and improve where appropriate.
• Deliberately apply our business philosophy and foster an environment of respectful challenge and principled entrepreneurship.

What You Will Need:

• Minimum of 4 years of customer service experience in sales, manufacturing, distribution centers, and/or the packaging industry.
• Proven experience supervising and developing direct reports.
• Ability and willingness to travel at least 20% of the time.
• Flexibility to work overtime and weekends as business needs require.

What Will Put You Ahead?

• Bachelor's degree.
• Demonstrated leadership experience in a commercial organization, with a proven ability to lead teams and drive business results.
• Experience in the corrugated packaging industry and/or manufacturing environment, with familiarity with operational processes and customer requirements.

At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate's knowledge, skills, abilities, and geographic location.

Hiring Philosophy

All Koch companies value diversity of thought, perspectives, aptitudes, experiences, and backgrounds. We are Military Ready and Second Chance employers.

Who We Are

As a Koch company and a leading manufacturer of bath tissue, paper towels, paper‑based packaging, cellulose, specialty fibers, building products and much more, Georgia‑Pacific works to meet evolving needs of customers worldwide with quality products. In addition to the products we make, we operate one of the largest recycling businesses. Our more than 30,000 employees in over 150 locations are empowered to innovate every day -to make everyday products even better.

At Koch, employees are empowered to do what they do best to make life better. Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company.

Our Benefits

Our goal is for each employee, and their families, to live fulfilling and healthy lives. We provide essential resources and support to build and maintain physical, financial, and emotional strength - focusing on overall wellbeing so you can focus on what matters most. Our benefits plan includes:

• medical
• dental
• vision
• flexible spending and health savings accounts
• life insurance
• ADD
• disability
• retirement
• paid vacation/time off
• educational assistance
• infertility assistance
• paid parental leave
• adoption assistance

Specific eligibility criteria is set by the applicable Summary Plan Description, policy or guideline and benefits may vary by geographic region.

Additionally, everyone has individual work and personal needs. We seek to enable the best work environment that helps you and the business work together to produce superior results.

Equal Opportunities

Equal Opportunity Employer, including disability and protected veteran status. Except where prohibited by state law, some offers of employment are conditioned upon successfully passing a drug test. This employer uses E-Verify.

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