Manager Customer Service

Itape; Georgia; Hybrid; USD 85,000 - 115,000; Full time

Job summary

Itape is seeking a Manager Customer Service - Sales Support to lead the Customer Sales Support team across the order lifecycle in a hybrid role near Chicago, Atlanta or Corona. You will set priorities, service standards, and develop staff while ensuring accurate, proactive support.

The position partners with Sales, Supply Chain, Logistics, Pricing, Finance and other functions to resolve constraints, monitor metrics, and drive improvements.

Qualifications

• Bachelor's degree preferred in business, supply chain, management or related field.
• Minimum high school diploma or equivalent.
• 5+ years in customer service or order management with supervisory experience.
• Experience in manufacturing, packaging, or complex B2B environments preferred.
• Strong leadership, communication, and data analysis skills.
• Proficiency with ERP/CRM systems and MS Office suite.

Responsibilities

• Lead, coach, and develop the Customer Sales Support team with priorities and goals.
• Recruit, onboard, train, and retain team members; provide feedback and development.
• Ensure accurate, timely support across the order lifecycle including pricing and invoicing.
• Escalation point for complex issues; coordinate cross-functional resources for resolution.
• Partner with plant locations to obtain production and delivery information for customers.
• Investigate customer issues, identify root causes, and implement improvements.
• Collaborate with Sales, Supply Chain, Logistics, Pricing, Finance, and other functions.
• Monitor service levels, order accuracy, backlog, and customer feedback; drive improvements.
• Ensure adherence to policies, controls, and data quality standards.
• Lead continuous-improvement efforts to simplify workflows and reporting.
• Support customer implementations, transitions, and system changes affecting orders.

Skills

Leadership

Coaching

Customer service

Order management

Data analysis

Cross-functional collaboration

Problem solving

Communication

Microsoft Office

ERP/CRM systems

Education

Bachelor's degree preferred

High school diploma or equivalent

Tools

Microsoft Excel

Microsoft Word

Microsoft Outlook

Microsoft Teams

PowerPoint

ERP

CRM

EDI

Reporting systems

Workflow systems

Job description

Position Description

Title: Manager Customer Service - Sales Support

Department: Protective Operations

Location: Hybrid near Chicago, Atlanta or Corona

Immediate Supervisor: VP Operations Protective

Status: Exempt Salaried

Position Purpose

Lead the Customer Sales Support function to deliver accurate, responsive, and proactive support throughout the customer order lifecycle. Establish team priorities and service standards; develop employees; monitor quality, productivity, and customer experience; resolve escalated issues; and partner across functions to improve service, efficiency, and business results.

Principal Accountabilities

• Lead, coach, and develop the Customer Sales Support team; establish priorities, service expectations, workload coverage, performance goals, and accountability.
• Recruit, onboard, train, and retain team members; provide ongoing feedback, performance management, cross-training, and development support.
• Ensure accurate, timely, and proactive support across the customer order lifecycle, including orders, pricing, product availability, delivery status, invoicing questions, claims, returns, and customer follow-up.
• Serve as the escalation point for complex customer concerns; coordinate cross-functional resources, communicate status, and drive timely resolution.
• Partner closely with plant locations to ensure Customer Sales Support receives timely, accurate information regarding production, inventory, order status, quality, and delivery commitments needed to communicate effectively with customers.
• Collaborate with plant leadership and operational teams to investigate customer issues, identify root causes, develop practical solutions, and prevent recurrence.
• Build strong partnerships with Sales, Supply Chain, Logistics, Pricing, Finance, Accounting, and other functions to resolve constraints and deliver a consistent customer experience.
• Monitor service levels, order accuracy, backlog, claims, response time, customer feedback, and other relevant measures; use trends and operational data to identify risks and improvement opportunities.
• Ensure adherence to established policies, procedures, approval limits, internal controls, customer-specific requirements, and data-quality standards.
• Lead continuous-improvement efforts that simplify workflows, standardize practices, strengthen systems and reporting, and improve service, quality, productivity, and cost.
• Support customer implementations, account transitions, and product, pricing, process, or system changes that affect order management and service delivery.
• Represent Customer Sales Support in business reviews and cross-functional initiatives; communicate operational performance, risks, recommendations, and action plans to stakeholders and leadership.
• Perform other related duties and responsibilities as assigned.

Essential Skills and Experience

• High school diploma or equivalent required; bachelor’s degree in business, supply chain, management, or a related field preferred.
• 5+ years of progressive customer service, customer sales support, order management, or related experience, including at least two years in a supervisory, team lead, or people-management role. Equivalent combinations of education and experience may be considered.
• Experience in manufacturing, packaging, industrial products, distribution, or another complex business-to-business order environment strongly preferred.
• Demonstrated ability to lead, coach, develop, and hold employees accountable while building a positive team culture.
• Strong customer orientation, judgment, negotiation, de-escalation, and problem-solving skills.
• Ability to analyze operational data, identify trends and root causes, and translate findings into practical actions.
• Knowledge of order-to-cash processes, including order entry, pricing, fulfillment, logistics, invoicing, claims, returns, and customer master data.
• Proficiency with Microsoft Office, especially Excel, Word, Outlook, Teams, and PowerPoint; experience with ERP, CRM, EDI, reporting, or workflow systems preferred.
• Excellent written, verbal, interpersonal, presentation, and cross-functional collaboration skills.
• Ability to organize and manage multiple priorities in a fast-paced environment without sacrificing accuracy, responsiveness, or follow-through.
• Ability to handle confidential information and exercise sound business judgment.

Physical Effort and Working Environment

• Primarily office-based work performed in a remote, hybrid, or plant-office environment, depending on business needs.
• Regular use of a computer, telephone, and video-conferencing tools; prolonged periods of sitting and screen work may be required.
• Ability to travel to company, customer, or other business locations as needed.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

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