Area Customer Service Manager

Your Job

Georgia-Pacific is currently seeking an Area Customer Service Manager for our corrugated packaging division in the Great Lakes Region.

The Area Customer Service Manager (CSM) will be responsible for leading and providing direction to a team of Customer Service professionals that support the two Great Lakes Region box plants including Owosso, MI and Circleville, OH locations.

The Area CSM is responsible for the optimization of the order fulfillment processes by functioning as a liaison between customers, sales, customer service, operations, and logistics partners, thereby ensuring our customers' satisfaction.

The Area CSM is a key member of the Great Lakes Region leadership team and interacts with cross-functional groups to enhance our customers' experience and achieve business goals.

This position reports to the Area General Manager.

Location: This is a hybrid position with travel required.

Open to considering candidates in a reasonable proximity of two hours to one our Great Lakes plants in either Owosso, MI or Circleville, OH.

This role is not open to sponsorship.

Our Team

Our Great Lakes team is dedicated as the preferred fiber-based Integrated Packaging Solutions and Paperboard company in the US based on providing a superior customer experience.

Our customers will choose us because of our service performance, product quality, innovation, sustainability solutions, and value-added services.

The Area Customer Service Manager's role is critical to our success as a team to provide the highest level of customer experience to GP customers.

What You Will Do


* Provide strategy and direction to the customer service team regarding best practices and establish clear expectations for order management, customer communication, and other team responsibilities.

Ensure you and your team are connected to the business vision


* Drive ownership and accountability, throughout the team, to perform activities aligned with best practice guidelines.


* Identify methods to hold the team accountable to KPIs and deliver timely feedback on exceptions


* Provide ongoing coaching and feedback to help each employee recognize their individual strengths and opportunities, so they can contribute and succeed


* Direct and coordinate daily processes with sales, production, shipping, and other support capabilities to ensure customer needs are being met in the most effective, optimal way


* Apply critical thinking skills and make clear decisions in a fast-paced environment


* Utilize available technology solutions, data tools, and spreadsheets to make fact-based decisions and communicate information that leads to profitable actions.


* Communicate promptly and proactively with customers, customer service team, and across all functional areas


* Focus on an improved customer experience that exceeds customer expectations


* Continuously evaluate customer service processes and procedures and improve where appropriate


* De...