Insight Global

Compensation

Full Description

Job Description: We are seeking a Customer Service Manager to support the Olympia, WA box plant. In this role, you will work directly with the customer account coordinators, general manager, and our sales and operations groups to maintain an uninterrupted order flow to the customer. You will have the opportunity to leverage your excellent communication skills and attention to detail to coordinate activities across multiple customers. Demonstrating a high sense of urgency, economic thinking, organization, and handling multiple competing priorities are key components to success in this role. The ideal candidate is self-driven, takes initiative, enjoys problem-solving, and engages with customers and team members to deliver best-in-class service. As a Customer Service Manager, you will play a pivotal role in leading a team of 3-4 customer account coordinators, ensuring a high standard of service excellence. Our Customer Service team plays a vital role in supporting the Corrugated Box Plant located in Olympia. We are committed to delivering exceptional customer service while collaborating closely with our design, sales, and production teams to ensure seamless operations and maximum success. We focus on responsible and innovative problem-solving, meticulous organization, and delivering exceptional customer service results. Day-to-Day: • Resolve complex customer inquiries efficiently and professionally, facilitate phone, email, and chat service requests, and monitor team workload to ensure high-quality support and adherence to procedures. • Develop deep knowledge of business systems and processes, coach and train team members, and help with production and scheduling needs in collaboration with the general manager. • Collaborate closely with sales, national accounts, and operations to maintain high service standards, and standardize processes for onboarding, artwork approval, trial runs, and price activations. • Act as a liaison between sales, customer service, and operations during new business onboarding, and assist in creating or refining training materials and process documentation. • Oversee customer purchase orders for tooling, manage tooling and freight reimbursement, evaluate vendors for cost savings and service, and maintain customer playbooks and inventory records. • Maintain primary responsibility for key customer accounts, identify and implement process improvements, and support special projects to enhance plant efficiency and profitability. Must-Haves: • Minimum 2 years of customer service management experience in corrugated manufacturing, general manufacturing, or warehouse orders distribution. • B2B customer service management experience • Lead a team of 3+ direct reports • Proficient with Microsoft Office (Outlook, Word, Excel, etc.) • Ability to do light occasional travel Nice-to-Have Skills: • Corrugated industry experience. • Experience using Kiwi, Kiwi FFF, and/or PCS. • Ability to identify process improvements and work to implement solutions. Compensation: $34-38/hr based on experience. Overtime pay is available at time and a half.