Customer Service Manager – Corrugated Packaging

We are seeking a Customer Service Manager to lead and support a customer service team in a manufacturing environment, ensuring high-quality customer experiences, accurate order processing, and reliable product delivery. This hands-on leadership role serves as a key link between customers, sales, production, logistics, and design teams, driving operational excellence through team development, effective communication, and continuous process improvement.

Position Responsibilities

Customer Service Team Leadership

• Provide day-to-day leadership and support to the customer service team to achieve performance, quality, and service standards.
• Coach, mentor, and train team members to strengthen individual and team effectiveness.
• Foster a professional, collaborative, and customer-focused work environment.
• Oversee team performance, encourage engagement, and promote continuous improvement.

Order Management and Customer Support

• Oversee the receipt, entry, and processing of customer purchase orders, modifications, adjustments, and order changes.
• Ensure order accuracy from initial entry through final product delivery.
• Serve as the escalation point for complex customer inquiries, service issues, and critical accounts.
• Resolve customer concerns promptly and effectively while maintaining strong customer relationships.
• Perform customer service representative duties as needed to support assigned accounts and team workload.

Cross-Functional Coordination

• Collaborate with sales, production, scheduling, shipping, logistics, and design teams to meet customer delivery expectations.
• Maintain proactive communication with internal stakeholders and external customers.
• Coordinate solutions to order discrepancies, production delays, and delivery concerns.
• Support alignment between customer requirements and operational capabilities.

Process Improvement and Compliance

• Identify and lead initiatives to improve service efficiency, order accuracy, and customer satisfaction.
• Develop, document, and maintain standard operating procedures and work instructions.
• Ensure compliance with company safety policies, Good Manufacturing Practices (GMP), and applicable regulatory requirements.
• Follow established company policies and procedures and perform other related duties as assigned.

Prerequisites

• Associate’s or bachelor’s degree preferred.
• At least 5–7 years of customer service experience, preferably in manufacturing, distribution, or corrugated packaging.
• Previous experience in a leadership, team lead, mentoring, or supervisory capacity.
• Proven ability to coach, motivate, and support team members.
• Strong problem-solving, decision-making, troubleshooting, and organizational skills.
• Excellent verbal and written communication skills, with the ability to interact effectively across all organizational levels.
• Ability to manage multiple priorities while maintaining accuracy and attention to detail.
• Experience with order management, customer account support, and cross-functional coordination.
• Demonstrated ability to improve processes and support operational efficiency.
• Ability to work collaboratively while exercising sound judgment and leadership.

Certifications (Preferred, but Not Required)

• Customer service management or leadership certifications.
• Training in continuous improvement, Lean Manufacturing, or process optimization.
• Training in quality management, workplace safety, or Good Manufacturing Practices (GMP).
• English and Spanish bilingual proficiency is preferred but not required.

What the Role Offers

• Salary Range: $80,000–$100,000 per year.
• An opportunity to lead and develop a customer service team in a manufacturing environment.
• The ability to influence customer satisfaction, operational efficiency, and service quality.
• Collaboration with sales, production, logistics, and other cross-functional teams.
• Opportunities for professional growth through leadership and process improvement initiatives.

Why Jackson?

Jackson offers a business environment with opportunities to support manufacturing operations, customer relationships, and supply chain coordination. For customer service professionals, the area provides a setting to apply leadership skills, strengthen cross-functional collaboration, and contribute to operational efficiency and customer satisfaction in a production-focused organization.