Customer Service Lead

Customer Service Lead

Full Time, Salary Exempt

Kruger Packaging

1000 N Black Branch Rd

Elizabethtown KY 42701

POSITION SUMMARY

Reporting to the Operations Manager, the Customer Service Lead (CSL) oversees the Customer Service team within the Elizabethtown Packaging plant, ensuring accurate, on-time order delivery and high client satisfaction. They bridge the gap between sales, production, design, and logistics, handling complex orders, resolving escalated issues, and driving process improvements.

Key Responsibilities

• Team Leadership: Lead, train, and coach customer service representatives (CSRs) to ensure high-quality service and performance.
• Order Management: Oversee the entire order cycle from entry, pricing, and scheduling to production and shipment.
• Cross-Functional Coordination: Collaborate with plant production, design, shipping, and sales teams to manage inventory and meet delivery deadlines.
• Client Relationship Management: Manage key accounts, resolve complaints, and act as the primary contact for client needs.
• Process Improvement: Establish KPIs, analyze workflows, and implement improvements to enhance efficiency and customer experience.
• Any other duties as assigned by Management

Qualifications

• Experience: 5+ years in customer service, preferably within the corrugated box, container, or packaging industry.
• 2 years business to business experience in Corrugated manufacturing customer service environment preferred
• Ability to manage a variety of concurrent tasks in a fast-paced work environment
• Time management, planning, and organizational skills
• Effective decision making and problem-solving abilities
• Excellent interpersonal and communications skills
• Strong initiative and adaptable to change
• Must be able to thrive in a team environment
• Need to be detail oriented and have safe work practice
• Excellent knowledge of IT tools (MS office suite software, knowledge of Kiwiplan would be an asset).
• All team members must embrace and foster an environment that supports Kruger’s core values of Integrity, Respect, Excellence, Teamwork and Accountabilit
• Skills: Strong problem-solving, communication, and interpersonal abilities. Proficiency in ERP systems and Microsoft Office.
• Education: High school diploma required; Associate's or Bachelor’s degree preferred.