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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.

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What this application asks

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Resume/CV, Full name, Email, Phone, Current location, Current company

  • Current Address (Number, Street, City, State, Zip)
  • Social Security Number
  • If you have ever worked under another name, please state what name(s) and when:
  • If you are under 18 years of age, do you have a work permit? yes / no · optional
  • Are you employed now? yes / no · optional
  • How did you learn of this job opening? optional
  • If employed, on what date would you be available for work?
  • Are you willing to work any shift? yes / no · optional
  • Are there any days of the week when you would not be available to work? Please specify. optional
  • Have you filed an application here before? If yes, give date:
  • Are you on layoff and subject to recall? yes / no · optional
  • Do you have, or have you applied for the legal right to work in the United States? yes / no · optional
  • Have you ever been convicted of a crime other than a minor traffic violation? (Conviction will not automatically disqualify an applicant for employment. All circumstances, including the nature of the crime, time elapsed, and nature of the job, will be considered in evaluating the applicant's suitability for employment.) If yes, please explain: written answer
  • Please list your Education History (High School, College, Trade, or Business) - Name & Location of School, Number of Years Attended, Degree or Diploma, Course of Study, and Year of Graduation written answer · optional
  • Experience (Job Title, Employer Name, Address, Phone Number, Duties, and Dates of Employment, Reason for Leaving) written answer
  • List 2-3 References (Name, Address, Phone Number, Email, and Relationship to you - no relatives) written answer · optional
  • Are you willing to accept employment that requires you to travel? yes / no · optional
  • If yes, choose one · optional
  • Are you willing to work overtime? yes / no · optional
  • State names of relatives and friends working for us: written answer · optional
  • I consent to receive information/marketing text messages from Buckeye Corrugated, Inc. ("BCI"). I am aware that message frequency will vary and that Msg & data rates may apply. I confirm that I understand I can respond "STOP" at any time to cancel, or "HELP" at any time for help. choose one
  • Please attach your resume if available upload · optional

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