Customer Service Manager

Opportunity Profile

Location: Dallas, Texas

Position Title: Customer Service Manager

The Opportunity:
This is a high-impact leadership opportunity for a proven customer service professional who wants to build, shape, and elevate a critical function within a growing corrugated packaging operation.

The Customer Service Manager will step into a department that is positioned for meaningful improvement and will have the rare opportunity to establish structure, create standards, develop talent, and directly influence operational performance.

The Dallas facility is seeking a strong leader who can bring accountability, organization, and best practices to a customer service team that is relatively inexperienced and in need of coaching and development. Success in this role will be measured not only by the performance of the customer service department, but also by the manager’s ability to create sustainable processes, establish standard operating procedures, improve communication, and drive cross-functional collaboration throughout the operation.

This position offers significant visibility and influence. The successful candidate will work closely with production, scheduling, quality, shipping and sales to ensure customers receive exceptional service while supporting operational efficiency. With leadership support and a clear need for transformation, this is an opportunity for an individual who enjoys building teams, improving processes, and leaving a lasting mark on an organization.

For an accomplished customer service leader with corrugated packaging experience, this role provides the platform to create meaningful change, develop a high-performing team, and become a key contributor to the continued success of the Dallas operation.

The Company:
This organization is a well-established corrugated packaging manufacturer committed to serving customers through operational excellence, collaboration, and continuous improvement. The company is focused on driving efficiency, maintaining high service standards, and creating strong partnerships between customer-facing and manufacturing teams.

The Dallas operation is actively investing in strengthening its customer service function and is seeking a leader who can help establish the infrastructure, processes, and performance standards necessary to support future growth. The organization values accountability, teamwork, responsiveness, and operational discipline while providing employees with opportunities to make a visible impact on the business.

The Boss:
This position reports directly to the Dallas Sales Manager, an industry veteran known for bringing a fair, approachable, and supportive leadership style. Described as someone with a strong personality and extensive industry experience, this leader is respected for providing guidance without micromanaging and allowing team members the autonomy to succeed.

The successful candidate will have the opportunity to work for a manager who values collaboration, professional expertise, and accountability while providing the support necessary to drive meaningful departmental improvement. This relationship offers the balance of leadership visibility and operational independence that many experienced managers seek.

The Position:
The Customer Service Manager will lead a team of approximately two to three Customer Service Representatives and serve as the primary leader responsible for developing the department’s structure, performance standards, and operating procedures.

This individual will be expected to establish a culture of accountability, responsiveness, and customer focus while serving as a key partner to production, scheduling, shipping, quality, and sales. The role requires a hands‑on leader who can develop employees, improve processes, oversee customer order management activities, and ensure exceptional service delivery.

The successful candidate will also play a critical role in creating and maintaining departmental SOPs, improving workflow efficiency, supporting continuous improvement initiatives, and leveraging SAP and Kiwi systems to drive operational success.

Essential Functions (Other duties may be assigned):

• Lead, mentor, coach, and develop the customer service team.
• Establish, document, implement, and maintain departmental SOPs.
• Create a culture of accountability, responsiveness, and customer-focused service.
• Oversee customer order management and ensure accurate order processing.
• Partner closely with production, scheduling, shipping, quality, and sales.
• Train team members on systems, processes, and best practices.
• Monitor department performance and workflow effectiveness.
• Identify and implement process improvement opportunities.
• Utilize SAP and Kiwi systems to support daily operations.
• Resolve customer and operational issues promptly and professionally.
• Drive consistency, efficiency, and continuous improvement throughout the department.
• Develop team capabilities through coaching, training, and professional development initiatives.

Qualifications:

• Previous Customer Service Management experience.
• Corrugated packaging industry experience.
• Demonstrated leadership and team development capabilities.
• Proven ability to create and implement operational processes and SOPs.
• Strong cross-functional communication and collaboration skills.
• Experience working with ERP and order management systems.
• Ability to improve departmental performance and service standards.
• Strong organizational, analytical, and problem‑solving abilities.
• Hands‑on leadership style with a focus on accountability and execution.

Education and Experience:

• Bachelor’s degree preferred or equivalent combination of education and experience.
• Prior leadership experience within customer service functions.
• Experience within the corrugated packaging industry required.
• Experience working in manufacturing environments preferred.
• Experience training, coaching, and developing customer service professionals.
• Experience utilizing SAP and ERP systems preferred.
• Kiwi system experience preferred.
• Continuous improvement experience is highly valued.
• Multi‑site leadership experience is a plus.

Work Environment:
This position operates within a corrugated packaging manufacturing environment and requires regular interaction with customer service, production, scheduling, shipping, quality, and sales personnel. The role combines leadership responsibilities, customer‑facing activities, process improvement initiatives, and operational collaboration. The successful candidate must be comfortable working in a fast‑paced manufacturing setting while balancing team leadership and customer service priorities

Compensation:
A competitive compensation package is offered, including base salary, incentive opportunity, comprehensive benefits, retirement savings program, paid time off, insurance benefits, and opportunities for career growth and advancement. Relocation assistance may be available for qualified candidates, subject to approval.