Manager Customer Service

Join the IPG Team!

Are you ready to elevate your career? At IPG, we are more than just a global leader in packaging and protective solutions-we are a community that values safety, people, passion, integrity, performance, and teamwork. From tapes and films to packaging and protective products, as well as engineered coated materials and advanced packaging machinery, we develop innovative solutions that protect the world. Now, we are expanding our global team and looking for talented individuals like you!

Position Description

Title: Manager Customer Service - Sales Support

Department: Protective Operations

Location: Hybrid near Chicago, Atlanta or Corona

Immediate Supervisor: VP Operations Protective

Status: Exempt Salaried

Position Purpose: Lead the Customer Sales Support function to deliver accurate, responsive, and proactive support throughout the customer order lifecycle. Establish team priorities and service standards; develop employees; monitor quality, productivity, and customer experience; resolve escalated issues; and partner across functions to improve service, efficiency, and business results.

Principal Accountabilities

• Lead, coach, and develop the Customer Sales Support team; establish priorities, service expectations, workload coverage, performance goals, and accountability.
• Recruit, onboard, train, and retain team members; provide ongoing feedback, performance management, cross-training, and development support.
• Ensure accurate, timely, and proactive support across the customer order lifecycle, including orders, pricing, product availability, delivery status, invoicing questions, claims, returns, and customer follow-up.
• Serve as the escalation point for complex customer concerns; coordinate cross-functional resources, communicate status, and drive timely resolution.
• Partner closely with plant locations to ensure Customer Sales Support receives timely, accurate information regarding production, inventory, order status, quality, and delivery commitments needed to communicate effectively with customers.
• Collaborate with plant leadership and operational teams to investigate customer issues, identify root causes, develop practical solutions, and prevent recurrence.
• Build strong partnerships with Sales, Supply Chain, Logistics, Pricing, Finance, Accounting, and other functions to resolve constraints and deliver a consistent customer experience.
• Monitor service levels, order accuracy, backlog, claims, response time, customer feedback, and other relevant measures; use trends and operational data to identify risks and improvement opportunities.
• Ensure adherence to established policies, procedures, approval limits, internal controls, customer-specific requirements, and data-quality standards.
• Lead continuous-improvement efforts that simplify workflows, standardize practices, strengthen systems and reporting, and improve service, quality, productivity, and cost.
• Support customer implementations, account transitions, and product, pricing, process, or system changes that affect order management and service delivery.
• Represent Customer Sales Support in business reviews and cross-functional initiatives; communicate operational performance, risks, recommendations, and action plans to stakeholders and leadership.
• Perform other related duties and responsibilities as assigned.

Essential Skills and Experience

• High school diploma or equivalent required; bachelor's degree in business, supply chain, management, or a related field preferred.
• 5+ years of progressive customer service, customer sales support, order management, or related experience, including at least two years in a supervisory, team lead, or people-management role. Equivalent combinations of education and experience may be considered.
• Experience in manufacturing, packaging, industrial products, distribution, or another complex business-to-business order environment strongly preferred.
• Demonstrated ability to lead, coach, develop, and hold employees accountable while building a positive team culture.
• Strong customer orientation, judgment, negotiation, de-escalation, and problem-solving skills.
• Ability to analyze operational data, identify trends and root causes, and translate findings into practical actions.
• Knowledge of order-to-cash processes, including order entry, pricing, fulfillment, logistics, invoicing, claims, returns, and customer master data.
• Proficiency with Microsoft Office, especially Excel, Word, Outlook, Teams, and PowerPoint; experience with ERP, CRM, EDI, reporting, or workflow systems preferred.
• Excellent written, verbal, interpersonal, presentation, and cross-functional collaboration skills.
• Ability to organize and manage multiple priorities in a fast-paced environment without sacrificing accuracy, responsiveness, or follow-through.
• Ability to handle confidential information and exercise sound business judgment.

Physical Effort and Working Environment

• Primarily office-based work performed in a remote, hybrid, or plant-office environment, depending on business needs.
• Regular use of a computer, telephone, and video-conferencing tools; prolonged periods of sitting and screen work may be required.
• Ability to travel to company, customer, or other business locations as needed.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

#LI-hybrid

Why Choose IPG?

At IPG, you will find more than just a job-you will find a place where your success is our success. We pride ourselves on a culture built around strong relationships, where every team member plays a crucial role in our growth. Whether it is through cross-department collaboration, continuous training, or sustainability-driven initiatives, we create an environment where you can thrive.

Our commitment to sustainability influences everything we do, from designing eco-friendly products to minimizing waste in our production processes. We are dedicated to building a greener future while providing safe, supportive workplaces for our people.

With over 40 years of industry expertise and a proven track record of growth and innovation, IPG offers a stable, secure environment where you can flourish!

We offer competitive pay, extensive benefits that support you and your family, and exciting career development opportunities. Whether you are looking to enhance your skills or advance your career, we offer ongoing training and the support you need to succeed. Think big, dream bigger, and make an impact with IPG.

You belong here. Join us today!