What are the responsibilities and job description for the Customer Service Manager position at GOLDEN WEST PACKAGING GROUP?
Job Details
Customer Service Manager
Make Your Mark Where It Matters
Are you a strategic leader who thrives on building exceptional customer experiences and empowering high-performing teams? Join Golden West Packaging Group, where your leadership will shape how top brands experience our service—one partnership at a time.
At Golden West Packaging, we’re not just delivering boxes—we’re delivering trust. As our Customer Service Manager, you’ll lead a passionate team committed to making every customer interaction seamless, positive, and unforgettable.
Who We Are
Golden West Packaging Group is a leading West Coast mill-independent specialty packaging and printing business. With 12 manufacturing facilities across California and Washington, we deliver innovative, sustainable solutions for some of the most recognizable brands in food, medical device, tech, wine, pharma, cosmetics, and more.
Our capabilities span structural and graphic design, value-added converting, flexographic printing, and lithographic lamination. We’re proud to be part of an essential, growing industry—and even prouder of the inclusive, people-first culture we’re building.
What You’ll Do
Lead a High-Performing Team
- Inspire, coach, and develop a team of Customer Service Representatives to deliver best-in-class service and exceed performance goals.
- Set clear expectations, provide ongoing feedback, and create a culture of accountability, ownership, and continuous improvement.
Own the Customer Experience
- Serve as the critical link between our customers and internal teams, ensuring seamless communication, proactive problem-solving, and consistent follow-through.
- Manage the end-to-end customer journey—from order entry and estimating to delivery and inventory control—with a focus on speed, accuracy, and satisfaction.
Drive Cross-Functional Alignment
- Participate in daily production meetings and proactively share updates with relevant departments to ensure smooth operations and on-time delivery.
- Collaborate with Sales, Operations, and Supply Chain teams to align on forecasts, pricing, and performance targets.
Improve Systems and Processes
- Continuously evaluate and enhance customer service workflows, tools, and metrics to boost efficiency, responsiveness, and service quality.
- Manage customer accounts with precision, including pricing, specs, shipping, and inventory adjustments, while helping identify and implement process improvements.
Track Results and Make Data-Driven Decisions
- Monitor and report on key service metrics and customer satisfaction KPIs to drive insights and accountability.
- Support sales planning efforts with performance analysis, data-driven recommendations, and inventory planning.
What You’ll Need
- Bachelor’s degree required (Marketing, Business, or Communications preferred)
- 5 years of customer service or related experience in manufacturing or packaging
- Experience managing people and driving performance in a fast-paced environment
- Strong communication and interpersonal skills
- Highly organized, self-motivated, and data-driven
- Proficiency with Microsoft Word, Excel, and PowerPoint
- Corrugated industry experience strongly preferred
What You’ll Get
- Competitive total compensation package (Pay Range: $110,000–$140,000/year)
- Comprehensive medical, dental, vision, life insurance, and 401(k) with company contribution
- 10 paid holidays generous paid time off
- Employee Assistance Program with wellness, nutrition, and retirement support
- Career development opportunities in a growing company
- A welcoming, inclusive workplace that values your individuality and contributions
External Recruitment Agencies:
To protect the interests of all parties, GWPG will not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to GWPG, including unsolicited resumes sent directly to GWPG leaders/managers/coworkers or to GWPG's database will be considered GWPG property. GWPG will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume. Inquiries from external recruitment agencies should be directed ONLY to our talent acquisition team.
Golden West Packaging Group is an equal-opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind.
Qualifications
What You’ll Need
- Bachelor’s degree required (Marketing, Business, or Communications preferred)
- 5 years of customer service or related experience in manufacturing or packaging
- Experience managing people and driving performance in a fast-paced environment
- Strong communication and interpersonal skills
- Highly organized, self-motivated, and data-driven
- Proficiency with Microsoft Word, Excel, and PowerPoint
- Corrugated industry experience strongly preferred
Salary : $110,000 - $140,000
