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](http://www.veritiv.com/) and connect with the Company on [LinkedIn](https://www.linkedin.com/company/veritiv/).