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…

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