Manager, Customer Service

HYBRID ROLE BASED OUT OF OUR GRAND PRAIRIE OFFICE

Job Purpose:

Our Customer Service Manager serves as the primary connection between customers, Sales, and Operations to ensure accurate order execution, clear communication of requirements, and on-time delivery. The Customer Service Manager focuses on execution, team leadership, and issue resolution in a fast-paced, production-driven manufacturing setting.

Job Responsibilities:

Lead and support the customer service team to deliver consistent, reliable service aligned with customer expectations.

Oversee order execution from quote through shipment, ensuring accuracy of specifications, pricing, lead times, and delivery commitments.

Act as the primary escalation point for customer issues related to service, quality, order changes, or delivery concerns.

Partner with sales, production, scheduling, shipping, and quality teams to align customer commitments with operational capabilities.

Monitor open orders, backlog, and capacity constraints to proactively manage risk and communicate impacts.

Ensure customer requirements are clearly documented and maintained throughout the order lifecycle.

Drive accountability for order accuracy, service performance, and timely resolution of issues.

Support customer retention through strong relationships and consistent service execution.

Additional Responsibilities & Qualifications:

Lead, coach, and support Customer Solutions team in a production-driven environment to ensure consistent, high-quality service delivery.

Establish and monitor team KPIs, service levels, and quality metrics to drive

accountability and results.

Analyze service issues, identify root causes, and support corrective actions.

Work collaboratively across functional teams to resolve issues, conduct regular performance reviews and ensure timely feedback and coaching at all levels.

Exercise sound judgment and remain composed in high-pressure situations. Own team capacity planning and resource allocation to meet business demands.

Work Experience:

10-15 years of related experience of successful supervisory/management experience required to motivate and develop direct reports, as well as size up new talent.

Ability to manage multiple projects, work under pressure, and adapt to sudden changes in the work environment.

The ability to communicate with all levels of the organization.

Education:

High School Diploma/GED Preferred

What We Offer

• Engaging and inclusive culture with employee-led Employee Resource Groups, Veritiv Cultural Alliance, recognition platform, etc.
• Extensive training opportunities, professional development programs, career pathing, and mentorship opportunities.
• Collaborative atmosphere with our customers and suppliers to create healthier, safer and more sustainable communities through our responsible operations and innovative solutions.
• Healthcare benefits (including medical, dental, vision, and health savings account), life, AD&D, and disability insurance, 401k, paid time off, tuition reimbursement, employee assistance program, and other fringe benefits.

About Veritiv

Together with its subsidiaries, Veritiv is the leading full-service provider of packaging solutions. Veritiv also provides JanSan, hygiene, print and publishing products and services. Veritiv serves customers in a wide range of industries, through team members around the world helping shape the success of its customers. For more information, visit www.veritiv.com and connect with the Company on LinkedIn.

Veritiv is an Equal Opportunity/Affirmative Action employer.

EEO Policy US | EEO Policy Mexico

This description does not attempt to define the job's essential functions as defined by applicable disabilities law.