Your Job
Georgia-Pacific is currently seeking a Northern California Customer Service Manager for our corrugated packaging division in California.
The Customer Service Manager will be responsible for leading and providing direction to a team of Customer Service professionals that support our Northern California box plants including Madera, Modesto, and San Leandro locations. The Customer Service Manager is responsible for the optimization of the order fulfillment processes by functioning as a leader between customers, sales, customer service, operations, and logistics partners, thereby ensuring our customers’ satisfaction. The Customer Service Manager is a key member of the West Coast leadership team and interacts with cross-functional groups to enhance our customers’ experience and achieve business goals. This position reports to the Area General Manager.
Location: This is an onsite position based out of Madera, CA with 20% travel required.
Our Nor Cal Team is made of 10+ skilled employees who take ownership of accounts held. Our team works diligently every day to be sure we are servicing our customers and providing a high-level experience to the customer. Our customer service team coordinates and prioritizes orders based on knowledge, forecasting, and sales information that is shared and communicated cross-departmentally. Our Team works very close with each facility’s production, shipping, and operations departments to ensure our customer’s expectations are met.
What You Will Do
- Provide strategy and direction to the customer service team regarding best practices and establish clear expectations for order management, customer communication, and other team responsibilities. Ensure you and your team are connected to the business vision
- Drive ownership and accountability, throughout the team, to perform activities aligned with best practice guidelines
- Identify methods to hold the team accountable to KPIs and deliver timely feedback on exceptions
- Provide ongoing coaching and feedback to help each employee recognize their individual strengths and opportunities, so they can contribute and succeed
- Direct and coordinate daily processes with sales, production, shipping, and other support capabilities to ensure customer needs are being met in the most effective, optimal way
- Apply critical thinking skills and make clear decisions in a fast-paced environment
- Utilize available technology solutions, data tools, and spreadsheets to make fact-based decisions and communicate information that leads to profitable actions
- Communicate promptly and proactively with customers, customer service team, and across all functional areas
- Focus on an improved customer experience that exceeds customer expectations
- Continuously evaluate customer service processes and procedures and improve where appropriate
- Deliberately apply our business philosophy and foster an environment of respectful challenge and principled entrepreneurship
Who You Are (Basic Qualifications)
- 5 years or more of Customer Service experience in manufacturing, distribution center, and/or in the packaging field
- Experience managing direct reports
- Ability to travel at least 20% of the time
What Will Put You Ahead
- Bachelor’s degree
- Leadership experience in a commercial organization
- Experience in corrugated packaging
For this role, we anticipate paying $95,000-$120,000 per year. This role is eligible for variable pay, issued as a monetary bonus or in another form.
At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate's knowledge, skills, abilities, and geographic location. If you have questions, please speak to your recruiter about the flexibility and detail of our compensation philosophy.
Hiring Philosophy
All Koch companies value diversity of thought, perspectives, aptitudes, experiences, and backgrounds. We are Military Ready and Second Chance employers. Learn more about our hiring philosophy here.
Who We Are
As a Koch company and a leading manufacturer of bath tissue, paper towels, paper-based packaging, cellulose, specialty fibers, building products and much more, Georgia-Pacific works to meet evolving needs of customers worldwide with quality products. In addition to the products we make, we operate one of the largest recycling businesses. Our more than 30,000 employees in over 150 locations are empowered to innovate every day – to make everyday products even better.
At Koch, employees are empowered to do what they do best to make life better. Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company.
Our Benefits
Our goal is for each employee, and their families, to live fulfilling and healthy lives. We provide essential resources and support to build and maintain physical, financial, and emotional strength - focusing on overall wellbeing so you can focus on what matters most. Our benefits plan includes - medical, dental, vision, flexible spending and health savings accounts, life insurance, ADD, disability, retirement, paid vacation/time off, educational assistance, and may also include infertility assistance, paid parental leave and adoption assistance. Specific eligibility criteria is set by the applicable Summary Plan Description, policy or guideline and benefits may vary by geographic region. If you have questions on what benefits apply to you, please speak to your recruiter.
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Equal Opportunities
Equal Opportunity Employer, including disability and protected veteran status. Except where prohibited by state law, all offers of employment are conditioned upon successfully passing a drug test. This employer uses E-Verify. Please visit the following website for additional information: http://www.kochcareers.com/doc/Everify.pdf