Customer Service Manager Full Time NEW

About the Role

Our client, a leading packaging manufacturer and distributor of packaging and consumables, is seeking a Customer Service Team Manager to lead regional customer service operations across Atlanta, Douglasville, and mid-Alabama and overseeing a team of 5 – 8 . This role is ideal for a strategic, high-energy leader experienced in managing high-volume service teams within a fast-paced manufacturing or distribution environment. Must have corrugate/distribution experience sometime in your background.

Key Responsibilities

• Lead and manage the regional customer service teams, ensuring consistent delivery of service excellence across multiple locations.
• Drive process improvement initiatives to enhance workflow efficiency, order accuracy, and customer satisfaction.
• Implement and monitor KPIs focused on order fulfillment, response time, customer issue resolution, and service level metrics.
• Collaborate with sales, operations, and logistics to ensure seamless execution of customer orders.
• Coach and develop team members, fostering a culture of performance, accountability, and continuous improvement.
• Identify training needs and support cross-functional development plans across the team.
• Utilize data and customer feedback to identify service gaps and implement corrective action plans.
• Maintain a high level of product and system knowledge to support the team and customers effectively.
• Support system implementations or upgrades as they relate to the customer service function.

Qualifications

• 8+ years of customer service leadership experience in a manufacturing or distribution environment.
• Proven track record in leading high-volume, multi-site teams.
• Strong background in process optimization, team coaching, and KPI management.
• Working knowledge of corrugated packaging, printing, or related manufacturing is highly preferred.
• Familiarity with distribution and supply chain coordination.
• Excellent communication, conflict resolution, and stakeholder management skills.
• Proficient in ERP and CRM systems; experience with SAP or similar platforms is a plus.
• Bachelor’s degree in Business, Supply Chain, or a related field preferred.