Customer Service Manager

Greif is a global leader in performance packaging located in 40 countries. The company delivers trusted, innovative, and tailored solutions that support some of the world's most in demand and fastest-growing industries.

With a commitment to legendary customer service, operational excellence, and global sustainability, Greif packages life's essentials - and creates lasting value for its colleagues, customers, and other stakeholders.

Learn more about the company's Customized Polymer, Sustainable Fiber, Durable Metal, and Integrated Solutions at www.greif.com and follow Greif on Instagram and LinkedIn.

OUR VISION:

Being the customer service company in the world.

OUR PURPOSE:

Creating packaging solutions for life's essentials.

Job Requisition #:

034388 Customer Service Manager (Open)

Job Description:

The Customer Service Manager is responsible for leading the day-to-day operations of the Customer Service function within a Greif manufacturing and customer support environment. This role oversees customer service teams, drives operational performance, and ensures a high-quality customer experience aligned with Greif's commitment to service excellence, responsiveness, and long-term customer partnership.

As a global leader in industrial packaging products and services, Greif places strong emphasis on customer relationships, operational reliability, and collaboration across functions. The Customer Service Manager plays a critical role in supporting those priorities by developing high-performing teams, improving service processes, and ensuring timely and accurate communication with customers and internal partners.

Key Responsibilities

• Supervise Customer Service Representatives and manage the daily operations of the customer service function.
• Communicate pricing, product information, shipping dates, and other order-related details to ensure high levels of customer satisfaction and service reliability.
• Address escalated and more complex customer issues, ensuring timely resolution and strong customer relationships.
• Collect operational information and prepare reports, metrics, and service updates as required.
• Communicate departmental goals and expectations while applying company policies and procedures.
• Recruit, train, coach, and develop Customer Service team members while supporting employee engagement and performance management activities.
• Recommend salary increases, administer discipline, and promote positive employee relations in alignment with company standards.
• Partner closely with Operations, Scheduling, Shipping/Receiving, Supply Chain, Sales, and other departments to support customer needs and operational priorities.
• May prepare quotation packets, pricing documents, and customer support materials.
• Identify opportunities to improve customer service operations, workflows, communication, and responsiveness while recommending operational improvements.
• Support Greif's culture of continuous improvement, teamwork, customer focus, and operational excellence.
• Perform other duties and responsibilities as assigned.

Education and Experience

• Typically possesses a bachelor's degree and 5-6 years of relevant experience.

Knowledge and Skills

• Strong supervisory, problem-solving, organizational, and planning skills.
• Advanced knowledge of products, customer support processes, and order management.
• Excellent interpersonal, verbal, written, and presentation communication skills.
• Ability to lead teams, motivate colleagues, and foster a collaborative work environment.
• Fundamental understanding of computer operations and business software systems.
• Strong customer service orientation and ability to build positive customer relationships.
• Ability to work cross-functionally in a fast-paced manufacturing and operational environment.
• Solid product line knowledge and understanding of customer requirements.

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 $90,000.00 - $153,200.00. Typically, a competitive wage for new hires will fall between $100,000.00 to $110,000.00. 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 @greif.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.

EEO Statement:

https://www.greif.com/wp-content/uploads/2023/04/HR-101-Equal-Employment-Opportunity-Policy-English.pdf

We offer a competitive salary, excellent benefits and opportunity for growth. Greif is an equal opportunity employer. We will not discriminate against any applicant or employee on the basis of sex, race, religion, age, national origin, color, disability, veteran status or any other any other legally protected characteristic.

For more information read Greif's Equal Opportunity Policy.