Overview:

Customer Service Manager

At Viking Packaging, we believe great customer service is more than answering emails and entering orders — it’s about leading teams, solving problems, and helping customers move projects from concept to production quickly and accurately.

We are looking for a highly organized and driven Customer Service Manager to lead our Customer Service Representatives and Packaging Design team. This role serves as the critical bridge between customers, sales, design, and production to ensure packaging projects are quoted accurately, processed efficiently, and manufactured successfully.

If you thrive in a fast-paced manufacturing environment, enjoy coaching teams, improving processes, and balancing customer expectations with production realities, we want to hear from you.

Ready to become a Viking?

Annual Salary of $85,000 to $110,000 depending on experience.
Medical
Dental
Vision
Company sponsored Health Savings Account (HSA)
401k with match
Paid Vacation and Sick Time
Life Insurance
Long Term Disability Insurance
Pet Insurance
Semiannual profit sharing
Training Programs with the Council of Industry

Responsibilities:

Essential Job Duties and Responsibilities:

Team Leadership & Development

Lead, coach, and develop a team of Customer Service Representatives and Packaging Designers
Establish performance expectations, accountability, and continuous improvement initiatives
Foster a positive, team-oriented culture focused on urgency, accuracy, and customer satisfaction
Support employee training and professional development

Customer & Sales Support

Ensure customer quotes, specifications, and orders are processed quickly and accurately
Partner closely with the sales team to support new business opportunities and ongoing customer relationships
Help prioritize and manage multiple packaging projects simultaneously
Act as the primary escalation point for customer service issues, production concerns, and order challenges

Production Coordination

Serve as the communication bridge between customer service and manufacturing operations
Coordinate with production, customer service, sales and design teams to ensure projects move efficiently through the system
Monitor workflow to ensure deadlines, customer expectations, and production capabilities remain aligned
Help resolve issues related to specifications, design & branding, inventory, scheduling, and shipping

Process & Systems Management

Drive operational efficiency through improved processes, communication, and accountability
Review orders, specifications, and customer requirements for accuracy
Maintain customer account information, shipping locations, and special requirements
Utilize ERP and business systems to manage orders, quotes, and production communication
Track team performance metrics and help improve turnaround times

Qualifications:

Minimum Qualifications:

Associate’s or Bachelor’s degree in Business, Operations, Supply Chain, Communications, or a related field preferred
Equivalent combination of education and leadership experience in customer service, manufacturing support, packaging, printing, or a related industry will be considered
Experience working in corrugated packaging, manufacturing, distribution, or industrial B2B environments strongly preferred
Strong organizational and project management skills with the ability to manage multiple priorities
Excellent communication and interpersonal skills
Strong problem-solving and decision-making abilities
High attention to detail and commitment to accuracy
Comfortable working in a fast-paced manufacturing environment
Strong computer skills including Microsoft Office and ERP/business systems
Ability to work collaboratively across departments and lead through changing priorities

Working Conditions & Physical Requirements:

Work is performed in a manufacturing plant environment.
Regular exposure to machinery, noise, forklifts, and moving equipment.
Must be able to walk, stand, and navigate the production floor for extended periods.
Occasional lifting (up to 50 lbs) and use of personal protective equipment (PPE) required.
Occasional extended hours or weekends based on business needs.

Company Website:

http://vikingindustries.net

Company Profile:

Viking Packaging has specialized in the manufacturing of corrugated packaging and providing logistical solutions to its clients, for the past 53 years. Viking is a 3rd generation family run business the continues to experience growth and improvement. Viking now serves a wide range of industries by delivering a high-quality product because they know packaging is fundamental to the operation of their customers.

Join Viking Packaging and be part of a dynamic team that values innovation, teamwork, and excellence in the packaging industry. We are well positioned with building expansion, new equipment, and experienced support staff to support sales growth. If you have the skills, experience, and drive to lead our team to success, we'd love to hear from you.

Viking Industries is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, or protected veteran or disabled status. We are dedicated to providing a work environment that promotes diversity and inclusion and where all individuals are treated with respect and dignity. If you require reasonable accommodation in the application or hiring process, please contact Human Resources at 845-883-6325

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