Customer Service Lead

Customer Service Lead

Full Time, Salary Exempt

Kruger Packaging

1000 N Black Branch Rd

Elizabethtown KY 42701

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.

• 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

• 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.