Customer Service Manager

Customer Service ManagerAt Viking Packaging, we believe great customer service is more than answering emails and entering orders — it's about leading teams, solving problems, and helping customers move projects from concept to production quickly and accurately.We are looking for a highly organized and driven Customer Service Manager to lead our Customer Service Representatives and Packaging Design team. This role serves as the critical bridge between customers, sales, design, and production to ensure packaging projects are quoted accurately, processed efficiently, and manufactured successfully.If you thrive in a fast-paced manufacturing environment, enjoy coaching teams, improving processes, and balancing customer expectations with production realities, we want to hear from you.Ready to become a Viking?Annual Salary of $85,000 to $110,000 depending on experience.MedicalDentalVisionCompany sponsored Health Savings Account (HSA)401k with matchPaid Vacation and Sick TimeLife InsuranceLong Term Disability InsurancePet InsuranceSemiannual profit sharingTraining Programs with the Council of IndustryResponsibilitiesEssential Job Duties and Responsibilities:Team Leadership & DevelopmentLead, coach, and develop a team of Customer Service Representatives and Packaging DesignersEstablish performance expectations, accountability, and continuous improvement initiativesFoster a positive, team-oriented culture focused on urgency, accuracy, and customer satisfactionSupport employee training and professional developmentCustomer & Sales SupportEnsure customer quotes, specifications, and orders are processed quickly and accuratelyPartner closely with the sales team to support new business opportunities and ongoing customer relationshipsHelp prioritize and manage multiple packaging projects simultaneouslyAct as the primary escalation point for customer service issues, production concerns, and order challengesProduction CoordinationServe as the communication bridge between customer service and manufacturing operationsCoordinate with production, customer service, sales and design teams to ensure projects move efficiently through the systemMonitor workflow to ensure deadlines, customer expectations, and production capabilities remain alignedHelp resolve issues related to specifications, design & branding, inventory, scheduling, and shippingProcess & Systems ManagementDrive operational efficiency through improved processes, communication, and accountabilityReview orders, specifications, and customer requirements for accuracyMaintain customer account information, shipping locations, and special requirementsUtilize ERP and business systems to manage orders, quotes, and production communicationTrack team performance metrics and help improve turnaround timesQualificationsMinimum Qualifications:Associate's or Bachelor's degree in Business, Operations, Supply Chain, Communications, or a related field preferredEquivalent combination of education and leadership experience in customer service, manufacturing support, packaging, printing, or a related industry will be consideredExperience working in corrugated packaging, manufacturing, distribution, or industrial B2B environments strongly preferredStrong organizational and project management skills with the ability to manage multiple prioritiesExcellent communication and interpersonal skillsStrong problem-solving and decision-making abilitiesHigh attention to detail and commitment to accuracyComfortable working in a fast-paced manufacturing environmentStrong computer skills including Microsoft Office and ERP/business systemsAbility to work collaboratively across departments and lead through changing prioritiesWorking Conditions & Physical Requirements:Work is performed in a manufacturing plant environment.Regular exposure to machinery, noise, forklifts, and moving equipment.Must be able to walk, stand, and navigate the production floor for extended periods.Occasional lifting (up to 50 lbs) and use of personal protective equipment (PPE) required.Occasional extended hours or weekends based on business needs.Company ProfileViking Packaging has specialized in the manufacturing of corrugated packaging and providing logistical solutions to its clients, for the past 53 years. Viking is a 3rd generation family run business the continues to experience growth and improvement. Viking now serves a wide range of industries by delivering a high-quality product because they know packaging is fundamental to the operation of their customers.Join Viking Packaging and be part of a dynamic team that values innovation, teamwork, and excellence in the packaging industry. We are well positioned with building expansion, new equipment, and experienced support staff to support sales growth. If you have the skills, experience, and drive to lead our team to success, we'd love to hear from you.Viking Industries is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, or protected veteran or disabled status. We are dedicated to providing a work environment that promotes diversity and inclusion and where all individuals are treated with respect and dignity. If you require reasonable accommodation in the application or hiring process, please contact Human Resources at 845-883-6325