What are the responsibilities and job description for the Customer Service Manager position at TRAY-PAK CORPORATION?
We are currently seeking a Customer Service Manager at our Reading PA location
Location: Reading, PA(On-site)
EasyPak is a leading global provider of thermoformed plastic packaging solutions, serving the food, consumer goods, and medical industries. We are dedicated to quality, innovation, and sustainable packaging. We are currently seeking a talented, Customer Service Manager to join the team at our manufacturing facility in Reading, PA
Why Join Us?
- Competitive salary
- Comprehensive benefits package (Medical, Dental, Vision)
- 401(k) with company match
- Paid Time Off (PTO) and paid holidays
- Opportunity for growth within a stable, essential industry
Position Overview: The Customer Service Manager is responsible for leading all customer service activities to ensure an exceptional customer experience throughout the order fulfillment lifecycle. This position oversees the customer service team, manages customer relationships, and serves as the central liaison between customers, Sales, Production, Purchasing, Scheduling, Shipping, Quality, and Finance. The role is accountable for order processing, contract review, logistics coordination, invoicing, customer satisfaction, and continuous improvement initiatives.
Key Responsibilities:
- Lead, develop, and supervise Customer Service Representatives.
- Oversee customer order entry, verification, pricing, contract review, and fulfillment processes.
- Serve as the primary escalation point for customer concerns, complaints, and service issues.
- Coordinate activities between Sales, Production, Purchasing, Scheduling, Quality, Shipping, and Accounting.
- Participate in weekly production and scheduling meetings and communicate key updates to stakeholders.
- Ensure accurate shipping documentation, freight coordination, and invoicing.
- Develop departmental KPIs and identify process improvement opportunities.
- Monitor OTIF (On-Time In-Full) delivery performance and customer satisfaction metrics.
- Train, coach, and evaluate customer service staff.
- Orders are entered accurately and processed in a timely manner.
- Customer shipments are delivered on time with accurate documentation.
- Customer complaints are resolved promptly and professionally.
- Departmental performance goals and service metrics are achieved.
Qualifications:
- Bachelor's degree preferred; High School Diploma or equivalent required.
- 5–10 years of customer service experience, including at least 3 years in a leadership role.
- Manufacturing industry experience preferred.
- ERP system experience (IQMS, Macola, or equivalent) preferred.
- Bilingual: Knowledge of Spanish / English would be ideal but not required