Customer Service Manager

York Container Company; York (York County); On-site; USD 65,000 - 85,000; Full time

Job summary

York Container is seeking an experienced Customer Service Manager to lead the Customer Service Department in York, PA. This onsite role focuses on coaching, process improvement, and delivering exceptional service to customers.

Responsibilities include supervising project coordinators, coordinating with Sales, Design, Scheduling, Production and Logistics, managing budgets, training staff, and ensuring accurate order processing and timely issue resolution.

Qualifications

• High School Diploma or GED required; Bachelor’s degree preferred.
• Minimum 3 years of customer service experience; supervisory experience preferred.
• Excellent communication and organizational skills with strong attention to detail.
• Proficiency with Microsoft Office (Word, Excel) and standard business software.

Responsibilities

• Supervise Customer Service Department including Project Coordinators, Sr. Project Coordinators, Supply Chain Project Coordinator and CS/QA Support Specialist.
• Act as a liaison between Sales, Design, Scheduling, Production and Logistics.
• Attend daily planning meetings to oversee customer prioritizations.
• Gather information on customers and track purchase patterns; monitor stock levels and inventory programs.
• Work with internal departments to improve processes and resolve issues; ensure product availability and minimize backlogs.
• Train department staff and new hires; develop policies and procedures for consistent customer service.
• Provide support to Outside Sales Team with RFQs and customer inquiries.
• Coordinate tooling purchases and approvals for new projects; review specs/print cards for accuracy.
• Manage the Customer Service Department budget and staffing levels.
• Handle customer complaints and follow-up with internal teams as needed.

Skills

Leadership

Communication

Organizational skills

Attention to detail

Prioritization

Multi-tasking

Education

High School Diploma/GED

Bachelor's Degree (preferred)

Tools

Microsoft Office

Job description

York Container is an industry leader in the manufacture of performance-based brown box, multi-color display-ready, and e-commerce corrugated packaging to some of the most well-known names in the Consumer Products world. We are currently looking for experienced Customer Service Manager. This is an onsite position in York, PA.

The Atlantic Packaging Group (APG) is a North American leader in sustainable packaging solutions, offering corrugated, decorative, recycling and paper bag products. Headquartered in Canada with U.S. operations, APG focuses on collaboration, innovation and strong customer partnerships. With 3,600+ employees, 80+ years in business and operates 20+ facilities across North America. Its Canadian operations include Atlantic Packaging Products (Ontario) and Mitchel Lincoln (Quebec), while its U.S. operations include York Container, Skybox Packaging, Standfast Group, BlackHawk Corrugated and Champion Container.

Job Summary:

Perform all management and leadership responsibilities associated with Customer Service Department. Responsibilities include hiring, monitoring, coaching, appraising, rewarding, disciplining and addressing complaints and resolving issues of the Project Coordinators, Sr. Project Coordinators, Supply Chain Project Coordinator and CS/QA Support Specialist.

Essential Job Functions:

• Supervise Customer Service Department which includes Project Coordinators, Sr. Project Coordinators, Supply Chain Project Coordinator and CS/QA Support Specialist.
• Act as a liaison between Sales, Design, Scheduling, Production and Logistics.
• Attend daily planning meeting to provide oversight on customer prioritizations.
• Gather information for customers, tracking customer purchase patterns,
• Work with internal departments to improve processes and resolve issues.
• Monitor warehouse stock levels for customer inventory programs to ensure product availability and that agreed minimum/maximum levels are being met.
• Partner with Inventory Manager to provide coordination with customer on aged inventory dispositions.
• Keep Director of Sales informed of issues and situations that may affect the performance of sales.
• Resolve issues in a professional manner.
• Train department and new-hires.
• Develop policies and procedures that ensure consistent customer service satisfaction.
• Provide support to Outside Sales Team in answering customers' questions, processing RFQs, etc.
• Manage Structure/Graphics approvals for new projects and coordinate purchase of necessary tooling by initiating New Item Meetings.
• Review specs/print cards for accuracy.
• Order Processing – responsible for providing Production with complete and accurate information required to produce materials within spec.
• Purchase materials from vendors pertinent to completing a finished piece (IE, litho labels, twin stick, hooks, etc.).
• Coordinate expedited delivery and/or change requests with Scheduling, Production and Shipping
• Maintain customer specs and monitor record retention.
• Handle customer complaints and questions and follow-up with the appropriate internal personnel as needed.
• Attend various company meetings as needed/required.
• Level load the account distribution of the Customer Service staff.
• Generate yearly budget for Customer Service Department.
• Coordinate pick up requests and re-work/replacement orders for quality issues.

Other Functions:

• Prioritize customers' orders in production (when needed) due to heavy backlogs in the plant.
• Additional duties may be assigned by Management.

In addition to the functions listed above, the employee is expected to: exercise honesty, integrity and respect with all clients and co-workers, maintain a professional appearance and demeanor, demonstrate a positive attitude, communicate effectively with co-workers and clients, work with accuracy, efficiency, and attention to detail, maintain good attendance by working when and where directed, work safely in compliance with all safety policies, respect the work environment and keep it as neat and clean as possible, and exercise initiative to learn new skills and tasks and to help co-workers when possible. The employee is also expected to perform such other duties and functions as required and assigned from time to time.

• High School Diploma/GED required; Bachelor's Degree preferred.
• A minimum of 3 years Customer Service experience; preferably in a manufacturing environment.
• A minimum of 3 years supervisory experience overseeing three or more people.
• Excellent communication and organizational skills with strong attention to detail.
• Ability to prioritize workload and multi-task.
• Strong computer skills, including proficiency using Microsoft Office (specifically Word and Excel).
• Ability to add, subtract, multiply and divide in all units of measure, to compute rates, ratios, and percentages and calculate figures and amounts such as discounts, costs, proportions and volumes.

Machines/Tools/Equipment:

• Computer

Safety:

Employees are expected to follow all facility safety guidelines that include adhering to GMP (Good Manufacturing Practices) and Food Safety as outlined during their training.

Working Conditions:

The work environment is characteristic of those typical in an office. Some exposure to plant and manufacturing areas.