Customer Service Manager - Georgia-Pacific

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
• Supervisory experience managing a team
• Travel at least 10% of the time

What Will Put You Ahead

• Bachelor's degree
• Experience in corrugated packaging
• Leadership experience in a commercial organization

At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate's knowledge, skills, abilities, and geographic location. If you have questions, please speak to your recruiter about the flexibility and detail of our compensation philosophy.

Hiring Philosophy

All Koch companies value diversity of thought, perspectives, aptitudes, experiences, and backgrounds. We are Military Ready and Second Chance employers. Learn more about our hiring philosophy here .

Who We Are

Georgia-Pacific LLC is a Koch company and a leading manufacturer of bath tissue, paper towels, paper-based packaging, cellulose, specialty fibers, building products and much more, Georgia-Pacific works to meet evolving needs of customers worldwide with quality products. In addition to the products we make, we operate one of the largest recycling businesses. Our more than 30,000 employees in over 150 locations are empowered to innovate every day -to make everyday products even better.

At Koch, employees are empowered to do what they do best to make life better. Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company.

Our Benefits

Our goal is for each employee, and their families, to live fulfilling and healthy lives. We provide essential resources and support to build and maintain physical, financial, and emotional strength - focusing on overall wellbeing so you can focus on what matters most. Our benefits plan includes - medical, dental, vision, flexible spending and health savings accounts, life insurance, ADD, disability, retirement, paid vacation/time off, educational assistance, and may also include infertility assistance, paid parental leave and adoption assistance. Specific eligibility criteria is set by the applicable Summary Plan Description, policy or guideline and benefits may vary by geographic region. If you have questions on what benefits apply to you, please speak to your recruiter.

Equal Opportunities

Equal Opportunity Employer, including disability and protected veteran status. Except where prohibited by state law, some offers of employment are conditioned upon successfully passing a drug test. This employer uses E-Verify. Please visit the following website for additional information: http://www.kochcareers.com/doc/Everify.pdf

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