Customer Service Senior Manager (Remote)

WestRock Company is seeking a strategic, high-level leader for the role of Customer Service Senior Manager. This position involves managing a team of managers and supervisors to enhance customer service performance and drive operational excellence while ensuring alignment with company-wide initiatives.

Responsibilities:

• Develop and implement strategic plans to enhance customer service performance and elevate the overall customer experience
• Lead and mentor a team of managers and supervisors, fostering a culture of accountability, collaboration, continuous improvement and respect
• Partner with production, shipping, and warehousing to optimize operational efficiencies and resolve systemic challenges
• Serve as the senior escalation point for complex customer issues and collaborate with the Sales Team to ensure timely resolution and proactive communication
• Drive alignment across customer service teams through clear communication, goal setting, and performance management
• Support and influence company-wide strategic initiatives, providing customer service expertise to inform decisions and recommendations
• Oversee all phases of employment for leadership team members, including hiring, performance evaluations, and development planning
• Champion initiatives that improve organizational effectiveness and customer satisfaction
• Ensure compliance with policies and procedures while implementing new processes as directed by executive management
• Provide ongoing coaching and training to enhance team performance and career growth
• Leads and motivates a team of people to achieve performance excellence; ability to read people and situations and adjust approach; accordingly, proactively leads and enforces initiatives that drive organizational effectiveness; teaches others how to build trust-based relationships
• Participate in projects supporting plant and/or companywide strategic initiatives (e.g. margin enhancement efforts, overall equipment effectiveness efforts) by providing critical customer service expertise and insight to inform decisions and recommendations
• Other duties as assigned

Requirements:

• Bachelor's degree in Business Administration or related field
• Minimum of 7+ years of progressive leadership experience in customer service, including managing managers or supervisors
• Demonstrated success in leading customer service teams across multiple locations and driving measurable improvements achieving best in class performance
• Implementation of strategic and innovative plans focused on client retention for large and complex customers
• Exceptional communication and relationship-building skills, with the ability to influence at all levels of the organization
• Proficiency in MS Office and strong analytical skills for reviewing operational and financial reports
• Able to travel up to 50% domestically
• Experience in accounting, distribution, or logistics environments
• Familiarity with system integrations and process optimization
• Advanced certifications (e.g., Six Sigma, PMP) are a plus