Customer Service Manager - McCook, IL

Job Title: Customer Service Manager – Corrugated Packaging

Summary
The Customer Service Manager is a hands-on leadership role acting as the critical link between production, logistics, sales, and customers. responsible for guiding, supporting, and motivating the customer service team to deliver consistent, high-quality customer experience. This position works collaboratively across departments, serving as a key advocate for company values, products, and service capabilities. The Team Lead drives operational excellence through training, mentorship, and continuous improvement initiatives, contributing to customer satisfaction and overall business growth.

Essential Duties and Responsibilities

• Provide day-to-day leadership and support to the customer service team to ensure achievement of performance, quality, and service standards
• Mentor, coach, and train team members to enhance individual and team effectiveness
• Oversee the receipt and entry of purchase orders, order modifications, adjustments, changes, and all aspects of an accurate order from entry through the receipt of the product at the customer’s door
• Collaborate with Outside Sales, Production, Scheduling, Shipping/Logistics, and design the meet delivery expectations.
• Act as a front-line decision maker for major or critical customer accounts. Serve as a point of escalation for complex customer inquiries, issues, and service requests; ensure timely and effective resolution
• Identify opportunities for process improvement and lead initiatives to enhance efficiency, accuracy, and customer satisfaction
• Develop, document, and maintain standard operating procedures and work instructions
• Foster a professional, positive, and customer-focused team environment
• Maintain consistent, proactive communication with internal stakeholders and external customers
• Perform Customer Service Representative (CSR) responsibilities as needed to support assigned accounts and team workload
• Ensure compliance with company safety policies, and GMP (Good Manufacturing Practices) guidelines
• Adhere to all company policies, procedures, and regulatory requirements
• Perform other duties as assigned

Qualifications

Qualifications and Requirements
To perform this role successfully, the individual must demonstrate the ability to execute all essential duties effectively and safely. In addition to standard CSR competencies, the following qualifications are required:

• Proven ability to lead, coach, and motivate team members in a collaborative environment
• Strong problem-solving, decision-making, and organizational skills with the ability to manage multiple priorities
• Advanced troubleshooting capabilities and attention to detail
• Excellent verbal and written communication skills, with the ability to interact effectively across all levels of the organization.
• Bilingual proficiency in English and Spanish (verbal and written) preferred
• Demonstrated ability to drive process improvements and support operational efficiency

Supervisory Responsibilities
This Managerial role has direct supervisory duties as a collaborative leader interacting with all areas, influencing team performance, fostering engagement, and promoting continuous improvement within the Customer Service function.