Job Requisition #:
034248 Customer Service Manager (Open)

Job Description:

The Customer Service Manager is responsible for leading the customer service function to deliver an exceptional customer experience while driving operational efficiency, team performance, and continuous improvement. This role oversees customer service operations, develops and coaches high-performing teams, and partners cross-functionally with Sales, Supply Chain, Operations, Finance, and other business functions to ensure timely and effective resolution of customer needs.

The Customer Service Manager plays a key leadership role in building strong customer relationships, improving service delivery processes, establishing performance standards, and driving a culture of accountability, collaboration, and customer focus across the organization.

Key Responsibilities

• Lead and manage the day-to-day operations of the Customer Service function, ensuring high levels of customer satisfaction and service performance.
• Recruit, develop, coach, and lead customer service professionals, fostering a positive and high-performing team environment.
• Establish and monitor customer service KPIs, service standards, and operational metrics to drive continuous improvement and accountability.
• Manage escalated customer issues and complex service situations, ensuring timely resolution and strong customer relationships.
• Partner closely with Sales, Operations, Supply Chain, Finance, and Logistics teams to align on customer priorities and business objectives.
• Develop, implement, and maintain customer service policies, procedures, and best practices to improve operational efficiency and customer experience.
• Analyze customer feedback, service trends, and operational data to identify improvement opportunities and implement corrective actions.
• Lead process improvement initiatives focused on responsiveness, order management, communication, and customer satisfaction.
• Communicate departmental goals, expectations, and performance results while supporting employee development, engagement, and retention.
• Support strategic customer initiatives, business reviews, and service-related projects that enhance long-term customer partnerships.
• Ensure compliance with company policies, quality standards, and operational procedures.
• Perform other duties and responsibilities as assigned.

Education and Experience

• Bachelor's degree in Business, Supply Chain, Operations, Communications, or related field preferred.
• 10+ years of progressive customer service, operations, or commercial support experience.
• Prior leadership experience managing customer service teams in a manufacturing, industrial, or supply chain environment preferred.
• Experience working in ERP systems, CRM platforms, and customer order management environments.

Knowledge and Skills

• Strong leadership and team development capabilities with experience managing and coaching professional-level staff.
• Excellent customer relationship management and conflict resolution skills.
• Strong analytical and problem-solving abilities with a focus on operational improvement and service excellence.
• Excellent communication and interpersonal skills with the ability to collaborate across functions and influence stakeholders.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Experience developing KPIs, reporting metrics, and customer service performance standards.
• Proficiency in Microsoft Office, ERP systems, CRM platforms, and customer service technologies.
• Demonstrated ability to drive continuous improvement and operational efficiency initiatives.

At Greif, we believe that our colleagues are the center of our success. Our Total Rewards have a comprehensive focus on well-being and offer a competitive package that enables you to thrive, be engaged, and reach your full potential.

Compensation Range:

The pay range for this position is $108,400.00 - $184,600.00. Typically, a competitive wage for new hires will fall between $120,000.00 to $130,000.00. Offers for this position may vary based on market data and other factors such as job-related knowledge, skills, experience, and geographic location. The position may also be eligible for a short-term incentive.

Benefits Statement:

Greif offers a comprehensive benefits package, including medical, dental, paid time off, and other competitive benefits which are available for eligible colleagues effective day one.

Protect Yourself From Scams: We value the integrity of our recruitment process and prioritize the well-being of our candidates. While you may find Greif job postings on various platforms, all legitimate opportunities can be verified on our official Careers page at www.greif.com. All communication from Greif regarding job opportunities will also come from an [redacted].com email address. If you have concerns about the legitimacy of a job posting, receive an unsolicited job offer or suspect fraudulent activity, please contact us for verification via this link Contact Us - Greif.