International Paper Customer Service Manager in PETERSBURG CONTAINER, Virginia

What if you were given the opportunity and responsibility to make a difference? It is time to embrace your Infinite Possibilities. This is your opportunity to be part of International Paper, a Fortune 500 company and global leader in paper and packaging products. IP is known for our commitment to the environment and to cutting-edge technology. We have spent more than 100 years creating new ideas, and we are looking for people who can collaborate to help us build on our history, while creating future success. We are committed to attracting, preparing, promoting and supporting our teams. At International Paper, you control your destiny. We offer benefits, challenges, global opportunities and total rewards. When we say Infinite Possibilities, we mean it.

SUMMARY: The Plant Customer Service Manager is responsible for the coordination of the order flow process, functioning as a liaison between sales, accounting, production planning, and production to assure full customer satisfaction. Customer Service Manager functions as a member of the key management team, and champion’s cross-functional groups to achieve division and branch improvement goals.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

  • Manage the work group that monitors the flow of accurate and timely information between the sales, accounting, production planning, production, and shipping functions.

  • Select, train, and develop Customer Service Representatives to include;

  • Setting goals and objectives for those under his/her supervision

  • Conducting effective performance reviews on a regular and timely basis

  • Assess departmental and individual training needs and utilize the IDP approach for improving individual performance

  • Train others by using the Train the Trainer approach utilizing training programs available within the company or industry specific to the customer service function

  • Manage and improve the backlog system. Track branch on-time delivery performance and develop improvement alternatives.

  • Manage the integrity of the entire Customer Service database.

  • Responsible for managing the department budget which includes;

  • Salaries, overtime, etc.

  • Departmental supplies, i.e., cutting and printing dies.

  • Other costs as required

  • Monitor/oversee the administration of pricing policies established by the Sales Manager and General Manager.

  • Assist in monitoring WIP and FG inventory.

  • Solicit, organize, and communicate customer feedback relative to branch performance.

  • Participate and actively encourage customer partner shipping by building ongoing relationships with customers.

  • Responsible for continuous education of self and department members in box plant technology, new management processes, and personal growth.

  • Work with General Manager, Sales Manager and Human Resources Manager to bring about the total team concept between the sales staff and customer service representatives.

QUALIFICATION REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

SUPERVISORY RESPONSIBILITIES: Manages subordinates. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

EDUCATION and/or EXPERIENCE: Bachelor’s degree in a related field preferred or related experience and/or training; or equivalent combination of education and experience. Five to eight years’ experience in the corrugated business.

LANGUAGE SKILLS: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY: Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.


  • Must be computer literate, have working knowledge of excel, word, paradox, and customer service mainframe programs, etc.

  • Time Management Skills

  • Project Management Telephone listening and communicating

  • Conflict Management and Team Building

  • Delegating and follow-through

  • Excellent Interpersonal skills

  • Problem Solving and effective meeting skills

  • Ability to work with Weyerhaeuser’s cost system and financial reports

  • Ability to teach and train others

  • Knowledge and belief in the Total Quality Work Systems approach to managing

  • Strong Leadership Skills; Enroll, motivate, and gain consensus in order to develop and effective Customer Service Team

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel objects, tools, or controls and talk or hear. The employee frequently is required to sit. The employee is occasionally required to stand and reach with hands and arms.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually quiet. Hearing protection and safety glasses are required when in the production facility.

International Paper is an Equal Opportunity Employer - Minorities/Females/Individuals with Disabilities/Veterans.