We are seeking a Customer Service Manager to lead and develop a high-performing customer service team in a fast-paced corrugated converting manufacturing facility. This role requires a proactive leader who thrives in a high-volume environment, ensuring superior customer satisfaction while driving process improvements and operational efficiency.

Key Responsibilities

Customer Relationship Management: Serve as the primary point of contact for key customers, ensuring timely and effective resolution of inquiries, orders, and issues.
Team Leadership: Train, mentor, and manage a team of customer service representatives to ensure exceptional service and professional growth.
Order Processing & Coordination: Oversee the end-to-end order management process, ensuring accuracy, on-time delivery, and seamless coordination with production, scheduling, and logistics teams.
Process Optimization: Identify opportunities to enhance customer service processes, leveraging technology and best practices to improve response times and accuracy.
Problem-Solving & Escalation Management: Handle complex customer issues, troubleshoot challenges, and collaborate with internal teams to find solutions.
Performance Metrics & Reporting: Track customer service KPIs (on-time delivery, response times, order accuracy, customer satisfaction) and implement strategies for continuous improvement.
Cross-Functional Collaboration: Work closely with production, sales, and supply chain teams to align customer expectations with operational capabilities.
Customer Communication & Retention: Develop strong relationships with customers, proactively addressing their needs to foster long-term business partnerships.

Qualifications & Experience

5+ years of customer service leadership experience in a manufacturing environment (corrugated or packaging industry preferred).
Strong knowledge of corrugated converting processes and supply chain coordination.
Experience managing high-volume customer interactions in a fast-moving production setting.
Proficiency in ERP systems and CRM tools for order tracking and customer communication.
Proven ability to train, mentor, and motivate teams while maintaining a positive workplace culture.
Strong problem-solving, communication, and conflict-resolution skills.
Ability to analyze data and implement process improvements for efficiency and customer satisfaction.

Top Quality Recruitment (TQR)

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Customer Service Manager