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Job Description

We are seeking a Customer Service Manager to support the Olympia, WA box plant. In this role, you will work directly with the customer account coordinators, general manager, and our 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. Demonstrating a high sense of urgency, economic thinking, organization, and handling multiple competing priorities are key components to success in this role. The ideal candidate is self-driven, takes initiative, enjoys problem-solving, and engages with customers and team members to deliver best-in-class service.

As a Customer Service Manager, you will play a pivotal role in leading a team of 3-4 customer account coordinators, ensuring a high standard of service excellence. Our Customer Service team plays a vital role in supporting the Corrugated Box Plant located in Olympia. We are committed to delivering exceptional customer service while collaborating closely with our design, sales, and production teams to ensure seamless operations and maximum success. We focus on responsible and innovative problem-solving, meticulous organization, and delivering exceptional customer service results.

• Your primary responsibilities will include resolving complex inquiries with efficiency and professionalism, facilitating phone, email, and chat service requests from our valued customer base, and monitoring 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.

• Help with production and scheduling needs in collaboration with the general manager.

• 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.

• Standardize processes for onboarding new customers and new items, artwork approval, trial production runs, and price activations. Ensure accuracy in the data and processes and provide final validation.

• Act as a liaison between the sales team, customer service, and operations during new business onboarding.

• Assist in reviewing, refining, or creating training materials, process flows or change communications.

• Process all customer purchase orders for tooling and oversee tooling and freight reimbursement to Georgia-Pacific per customer contracts and agreements.

• Evaluate tooling and external manufacturing vendors to optimize cost savings and ensure high service levels.

• Maintain customer playbooks, roll stock agreements, and monitor inventory for aging material and demand adjustments.

• Maintain primary customer service responsibility for a number of customer accounts as appropriate.

• Your role as a Customer Service Manager extends beyond day-to-day operations. We value your expertise and encourage you to identify system and process workflow improvements that enhance the overall experience of our customers and team members.

• In conjunction with the plant leadership, you will also be involved in special project requests aimed at improving profitability or efficiency for our area plants. You will help manage the execution of projects by coordinating support teams and developing subject matter expert (SME) groups.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

• Minimum 2 years of customer service management experience in corrugated manufacturing, general manufacturing, or warehouse orders distribution.

• B2B customer service management experience

• Lead a team of 3+ direct reports

• Proficient with Microsoft Office (Outlook, Word, Excel, etc.).

• Ability to do lite occasional travel. (1% to 10%) • Corrugated industry experience.

• Experience using Kiwi, Kiwi FFF, and/or PCS.

• Ability to identify process improvements and work to implement solutions.