Customer Service Manager

Position Purpose:
The Customer Service Manager provides leadership and direction for the Customer Service team while ensuring exceptional service, operational excellence, and customer satisfaction. This role partners closely with Sales, Design, Procurement, Manufacturing, Logistics, and Accounting to ensure customer requirements are met efficiently and accurately. The Customer Service Manager is responsible for department performance, employee development, process improvement, customer retention, and the successful execution of customer projects from order entry through delivery.
As a member of the leadership team, this position helps drive continuous improvement initiatives, supports profitable growth, and develops a customer-focused culture aligned with BCI's values and employee-owner mindset.

Duties & Responsibilities:
Tasks related to this position may vary and are not limited to those listed below:

•    Lead, coach, develop, and manage the Customer Service team, including hiring, training, performance management, and employee development. 
•    Foster a customer-focused culture that promotes accountability, teamwork, communication, and continuous improvement. 
•    Serve as the primary escalation point for complex customer issues, service concerns, and account-related challenges. 
•    Build and maintain strong relationships with customers and collaborate with Sales to support customer retention and growth initiatives. 
•    Oversee customer service operations to ensure accurate order entry, pricing, specifications, inventory management, and on-time delivery commitments. 
•    Coordinate activities between Customer Service, Sales, Design, Procurement, Manufacturing, Logistics, and Accounting to ensure customer requirements are met efficiently and effectively. 
•    Participate in production and planning meetings to proactively identify and resolve customer-impacting issues. 
•    Monitor departmental performance and key service metrics, analyzing trends and implementing corrective actions as needed. 
•    Identify opportunities to improve processes, systems, and workflows to enhance customer experience and operational efficiency. 
•    Ensure the accuracy and integrity of customer, order, inventory, and pricing data within company systems. 
•    Support forecasting, budgeting, pricing reviews, and other business initiatives to achieve departmental and company objectives. 
•    Develop, document, and maintain departmental procedures, training materials, and best practices. 
•    Promote and enforce compliance with company policies, quality standards, safety requirements, and ethical business practices. 
•    Perform other duties and special projects as assigned.

Skill Set:

•    Strong communication, coaching, and interpersonal skills. 
•    Proficiency with Microsoft Office applications including Excel, Outlook, and Teams. 
•    Ability to manage multiple priorities in a fast-paced environment. 
•    Strong analytical, organizational, and problem-solving skills.
•    Ability to work through situations lacking necessary detail
•    Ability to read and interpret instructions, reports and manuals
•    Ability to perform basic math skills including discounts, interest and percentages

Qualifications Desired:

•    5+ years of customer service experience in a manufacturing environment. 
•    3+ years of leadership or supervisory experience. 
•     Bachelor's degree in Business, Operations, Supply Chain, or related field. 
•    Corrugated packaging industry experience. 
•    Experience with Amtech ERP or similar manufacturing systems. 
•    Experience managing customer inventory programs and production-related customer service functions. 
•    Demonstrated success leading process improvement initiatives.

About BCI
Buckeye Corrugated, Inc. (BCI) is a privately held, employee-owned company with twelve (12) corrugated manufacturing facilities, providing an extensive range of corrugated packaging products. Located in ten states, our services and capabilities include custom-designed corrugated packaging, point-of-purchase displays, point-of-sale packaging along with fulfillment and logistics. Simply stated, we do not just make boxes. We build the means to shape impressions and influence perceptions.

BCI provides competitive pay and a robust benefits package including: medical, dental, vision, life insurance, disability benefits, 401(k), paid time off and holidays.