Customer Service Manager
Job Purpose:
Our Customer Service Manager is responsible for leading the Customer Service function within a corrugated box or sheet plant environment. This role serves as the primary connection between customers, Sales, and Operations to ensure accurate order execution, clear communication of requirements, and on-time delivery. The Customer Service Manager focuses on execution, team leadership, and issue resolution in a fast-paced, production-driven manufacturing setting.Job Responsibilities:
● Lead and support the customer service team to deliver consistent, reliable service aligned with customer expectations.● Oversee order execution from quote through shipment, ensuring accuracy of specifications, pricing, lead times, and delivery commitments.
● Act as the primary escalation point for customer issues related to service, quality, order changes, or delivery concerns.
● Partner with sales, production, scheduling, shipping, and quality teams to align customer commitments with operational capabilities.
● Monitor open orders, backlog, and capacity constraints to proactively manage risk and communicate impacts.
● Ensure customer requirements are clearly documented and maintained throughout the order lifecycle.
● Drive accountability for order accuracy, service performance, and timely resolution of issues.
● Support customer retention through strong relationships and consistent service execution.
Additional Responsibilities & Qualifications:
● Lead, coach, and support team members in a production-driven environment.
● Analyze service issues, identify root causes, and support corrective actions.
● Work collaboratively across functional teams to resolve issues.
● Exercise sound judgment and remain composed in high-pressure situations.
● Salary: $76,200 - $120,000 annually
Work Experience:
● 10-15 years of related experience of successful supervisory/management experience required to motivate and develop direct reports, as well as size up new talent. ● Ability to manage multiple projects, work under pressure, and adapt to sudden changes in the work environment. ● The ability to communicate with all levels of the organization.Education:
● High School Diploma/GED PreferredWhat We Offer
- Engaging and inclusive culture with employee-led Employee Resource Groups, Veritiv Cultural Alliance, recognition platform, etc.
- Extensive training opportunities, professional development programs, career pathing, and mentorship opportunities.
- Collaborative atmosphere with our customers and suppliers to create healthier, safer and more sustainable communities through our responsible operations and innovative solutions.
- Healthcare benefits, 401k, paid time off and tuition reimbursement.
About Veritiv
Together with its subsidiaries, Veritiv is the leading full-service provider of packaging solutions. Veritiv also provides JanSan, hygiene, print and publishing products and services. Veritiv serves customers in a wide range of industries, through team members around the world helping shape the success of its customers. For more information, visit and connect with the Company on LinkedIn .
Veritiv is an Equal Opportunity/Affirmative Action employer.
EEO Policy US | EEO Policy Mexico
This description does not attempt to define the job's essential functions as defined by applicable disabilities law.
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