Customer Service Manager

About the role

You own the full customer journey for key accounts, driving thrill and profitability in every interaction. Your work shapes team success alongside sales, supply chain, warehouse, and corporate partners through collaborative excellence. You lead, coach, and execute with steady ownership and clear accountability for outcomes. You ensure that customer expectations are not just met but exceeded on a consistent basis. You act as a strategic partner, aligning packaging solutions with evolving business goals. You uphold the integrity of Berlin Packaging's operations while fostering trust with internal and external stakeholders. You take responsibility for both the daily execution and the long term health of key customer relationships.

Key facts

What you'll do

Setting priorities for Account Coordinators to support sales, order flow, and availability across the network.

Guiding Account Coordinators through coaching, feedback, and clear development paths that strengthen capability.

Examining Account Coordinator metrics alongside Operations Manager to plan corrective actions and sustain performance.

Partnering with Operations to shape hiring criteria and streamline onboarding for new hires to accelerate readiness.

Managing strategic initiatives that deepen ongoing customer relationships and open new opportunities for expansion.

Handling select customer accounts directly when operational needs require immediate attention or escalation.

Championing the Berlin Values by fulfilling both personal and company commitments in every decision.

Using data, analysis, and sound judgment to resolve issues and improve processes for long term efficiency.

Staying current on products, customers, and suppliers to maintain strong market knowledge and informed recommendations.

Adapting quickly, seeking continuous improvement, and refining how teams operate to remove friction.

Owning complex problem solving that balances customer needs, operational constraints, and business objectives.

Driving alignment between sales promises and operational reality to protect service levels and profitability.

Supporting cross functional projects that enhance systems, processes, and the end to end customer experience.

Communicating clearly and persuasively with diverse stakeholders to build consensus and remove barriers.

Requirements

You must hold a Bachelor's degree or show equivalent professional experience in a relevant field.

You need 3+ years in customer service, with exposure to warehousing, procurement, order fulfillment, and operations.

You must demonstrate leadership, with management experience strongly preferred to guide teams effectively.

You should understand business and finances, knowing Berlin Packaging lines, customers, and suppliers in detail.

You need skill in resolving customer account and process issues with a structured and empathetic approach.

You must be results oriented, building winning teams and sustaining a high-performance culture over time.

You must handle strong interpersonal communication, conflict management, and cross-functional collaboration with poise.

You need excellent analysis, decision making, and problem solving to navigate complex situations.

You must stay flexible, pursue improvement, and explore new working methods to drive operational excellence.

You need high urgency, strict time management, and clear prioritization to meet demanding deadlines.

You must be self driven, show strong work ethic, and pursue self improvement consistently.

You should be technologically capable and comfortable with core tools used in a fast paced environment.

You must be able to work reliably in the specified location or as defined in the official posting.

You should comply with all employment eligibility requirements as outlined in company policies.

Nice to have

Preferred experience in packaging, rigid packaging, or a related sector to accelerate your impact.

Skills & tools

Sales and Distribution Center Office; 1Berlin Shared Ownership Plan; Calm app; Berlin Packaging; 529 college savings plan; 401(k) with company match; HSA; FSA for transportation, medical, dependent care; employee referral program; company disability and life insurance with voluntary options; paid parental leave up to 12 weeks; health club reimbursement; tuition reimbursement; PTO including vacation, personal days, holidays, sick time; Profit sharing; Equal Employment Opportunity.

What you'll do

Berlin Packaging supports product teams with packaging solutions and related services. You work with customers in beverage, food, personal care, beauty, pharmaceutical, household care, industrial, and coatings segments, helping them select materials, validate containers, and manage orders.

The role is based through collaboration with colleagues in Chicago and other locations. You advise on specifications, coordinate samples, and track production timelines, using clear communication and structured follow-up to keep projects on track.