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.