Customer Service Manager

Your Job

Georgia-Pacific is currently seeking a Customer Service Manager for our corrugated packaging division in Albion, MI.

The Customer Service Manager (CSM) will be responsible for leading and providing direction to a team of Customer Service professionals that support the Albion sheet feeder location.

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

This position reports to the Area General Manger.

Location: The person in this position is expected to work primarily onsite at the facility.

Potential of up to 10% travel for customer visits.

Our Team

Our Albion team is dedicated as the preferred corrugated sheet supplier in the Michigan market by 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 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


* Deliberately apply our business philosophy and foster an environment of respectful challenge and principled entrepreneurship

Who You Are (Basic Qualifications)


* Customer Service experience in the manufacturing industry


* Supervis...