Customer Service Manager

Georgia Pacific Corrugated LLC is seeking a Customer Service Manager to support our Mt. Wolf, PA box plants. You will lead a team that delivers exceptional customer experience to our valued customers. In this role, you will work directly with the Customer Account Coordinators, our General Manager, Sales and Operations groups to maintain an uninterrupted order flow to the customer.

You will have the opportunity to leverage your excellent communication skills and attention to detail to coordinate activities across multiple customers. To excel in this position, you should show a strong sense of urgency, economic awareness, excellent organizational skills, and the ability to manage several competing priorities at once. The ideal candidate is self-driven, takes initiative, enjoys problem-solving, and engages with customers and team members to deliver best-in-class service.

Location: This role is based on site at our Mt. Wolf, Pennsylvania facility.

Schedule: 8am-5pm Monday-Friday, with flexibility as needed based on business needs.

As a Customer Service Manager, you will play a pivotal role in leading a team of 2-3 customer service members, ensuring a high standard of service excellence. This role operates in a fast-paced manufacturing environment where priorities can shift quickly, requiring flexibility and real-time problem solving. Our culture is defined by the Principle Based Management philosophy which guides everyday decision making and provides employees with opportunities to contribute and personally benefit from the value they create.

• Lead, coach, and develop a high-performing customer account coordinator team.
• Facilitate phone, email, and chat service requests from our valued customer base with professionalism and efficiency.
• Monitor the team workload to ensure adequate customer support and adherence to correct procedures.
• Develop deep knowledge of the system and business processes. Your knowledge and experience will make you a valuable resource for the team, as you coach and develop individual team members and provide training to enhance their skills and knowledge base.
• Exercise sound judgement to make timely decisions that balance customer needs, operational capability, and financial impact.
• Help with production and scheduling needs in collaboration with the Planner and Director of Operations.
• Collaborate closely with Sales, National Accounts, and Operations to build meaningful relationships that maintain our high service standards and contribute to the success of the area plants.
• Act as a liaison between the sales team, customer service, and operations during new business onboarding.
• Assist in reviewing, refining, creating training materials, process flows or change communications.
• Process all customer orders per customer contracts and agreements, balancing customer advocacy with operational and financial discipline.
• Lead oversight of finished goods inventory levels.
• Use customer insights to identify opportunities for improvement and implement solutions.
• Partner with Billing, Collections, and customer to resolve invoice issues and past-due balances.
• Support audits, customer visits, business reviews and cross-functional initiatives.
• In conjunction with plant leadership, you will also be involved in special project requests aimed at improving profitability or efficiency for our plant. You will help manage the execution of projects by coordinating support teams and developing subject matter expert (SME) groups.

• Experience working in a corrugated, manufacturing or warehousing environment
• Business-to-business customer service experience
• Experience using Microsoft Office (Outlook, Word, Excel, etc.)

• Corrugated industry experience
• Experience using Kiwiplan
• Leadership or supervisory experience
• Continuous improvement project management experience