Customer Service Team Manager

Veritiv Corporation

. Manage an assigned Customer Service team to ensure operational excellence .

Posted 9/15/2026full-timeKansas • United StatesJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership and team management capabilities, with a focus on coaching, training, and developing customer service teams. Proficient in conflict resolution, decision-making, and utilizing reporting tools to enhance operational excellence.

Highest-signal resume keywords

Team LeadershipCustomer Service ManagementConflict ResolutionMicrosoft Office Suite ProficiencyCoaching and Development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Service ManagementOrder ProcessingProduct KnowledgeReporting ToolsDecision-MakingTechnical GuidanceWorkload BalancingPerformance AppraisalsProcess ImplementationRecruitment and Selection

Soft Skills

Excellent Verbal CommunicationWritten CommunicationPeople SkillsDiplomacyHigh Integrity

Tools & Technologies

Veritiv ToolsMicrosoft Office Suite

Industry Keywords

Customer ExperienceOperational ExcellenceTeam DevelopmentEmployee GrowthSupervisory Experience

About the role

Key responsibilities & impact

Manage an assigned Customer Service team to ensure operational excellence
Evaluate, coach, train, develop, and staff the Customer Service team
Manage daily Customer Experience team activities, including order processing, confirmations, information requests, product availability inquiries, and customer inquiries
Promote proper telephone and email etiquette and timely, professional responses
Resolve escalated issues with Sales, Operations, Finance, and other departments
Coach the team on preventative steps
Staff the team according to business needs using reporting tools and workload balancing
Coach, counsel, and discipline employees as necessary
Complete written appraisals and support employee growth and development
Implement and train employees on new processes, policies, and products
Ensure use of available Veritiv tools
Create, monitor, and review team and individual goals
Lead the team through change
Maintain communication with internal and external customers through monthly calls with sales management and top accounts
Assist with recruitment, interviewing, and selection of departmental new hires

Requirements

What you’ll need

Ability to work without supervision and provide technical guidance when required on planning, organizing, prioritizing, and overseeing activities to meet business needs
Must be able to lead a team and influence development
Excellent computer and technical skills
High integrity
Extensive knowledge of company products and procedures
Decision-making skills and independent judgment
Ability to manage conflict
1-3 years of related successful supervisory/management experience required to motivate and develop direct reports and assess new talent
5-10 years of related job experience
Ability to work quickly and efficiently
Excellent verbal, written, people, and diplomacy skills
Experience providing leadership to others regarding work-related systems, processes, and challenges
Proficient with Microsoft Office Suite
Strong customer service skills
Bachelor's Degree preferred

Benefits

Comp & perks

Engaging and inclusive culture with employee-led Employee Resource Groups, Veritiv Cultural Alliance, recognition platform, etc.
Extensive training opportunities
Professional development programs
Career pathing
Mentorship opportunities
Collaborative atmosphere with customers and suppliers to create healthier, safer and more sustainable communities
Healthcare benefits including medical, dental, vision, and health savings account
Life insurance
AD&D insurance
Disability insurance
401k
Paid time off
Tuition reimbursement
Employee assistance program
Other fringe benefits