Senior CS Manager chez GRAVIS

Description

Job Description

Job Title: Senior Customer Service Manager Department: Sales 

Reports to: V.P. of Sales   Location: Rolling Meadows, IL (Hybrid)

About Gravis:

Gravis (www.gravisglobal.com) is one of North America’s largest providers of bulk transportation packaging solution. A platform investment of New Water Capital a middle market private equity firm, the business has been built through the acquisition of five leading players within the bulk transportation packaging category and is a North American leader in consultative and custom packaging solutions for blue chip industrial players in food & beverage, chemicals, and materials. Gravis is differentiated in its approach by behaving like a partner, not a broker, and the addition of experts in different product categories creates significant opportunity to cross-sell to a large set of blue-chip customers, benefit from additional scale in sourcing, and bring a professional approach to the space.

Position Overview

Gravis is seeking a proactive and hands-on Senior Customer Service Manager to lead our customer service function and drive excellence across all aspects of our service model. This role is critical in enabling scalable growth, improving commercial processes, and delivering best-in-class service to our customers. This individual will manage a team of 8–10 customer service professionals and work cross-functionally to ensure seamless operations, accurate data, and strong customer relationships. The role also plays an active part in the commercial integration of newly acquired businesses into the Gravis platform.

Requirements

Key Responsibilities

• Customer Service Leadership
  • Lead a team of 8–10 customer service professionals responsible for accurate and timely order entry, proactive communication, and white glove service.
  • Define and uphold service standards focused on responsiveness, issue resolution, and customer satisfaction.
  • Manage and automate VMI and inventory programs to ensure reliability and responsiveness in key customer accounts.
  • Own and optimize sales operations processes, including order-to-cash workflows, CRM usage, and customer inventory programs.
  • Develop key KPIs across team to drive company and customer initiatives.
• CRM Strategy & Execution
  • Own CRM process mapping and establish standard operating procedures (SOPs) for team usage.
  • Become a superuser and key leader of CRM for Customer Service to establish best practices and deliverables ongoing.
  • Support CRM adoption to leverage customer success. 
• Data Governance & Master Data Management
  • Oversee and maintain accuracy of sales master data, including customer parent/child relationships, industry classifications, and account segmentation.
  • Partner with IT and Finance to ensure proper data governance across platforms.
• Sales & Customer Reporting
  • Enhance customer reporting cadence and systematize communication to strengthen customer relationships and identify service improvement opportunities.
• M&A Integration
  • Lead the customer service workstream for newly acquired businesses, ensuring smooth integration of processes, systems, and data into the Gravis platform.
  • Standardize service models, reporting, and CRM usage across legacy and acquired entities.
• Pricing Support & Cross-Functional Collaboration
  • Ensure strong coordination between Finance, Engineering, and Procurement teams to enable quick, accurate pricing for customers—particularly for new business opportunities and custom solutions.

Required Skills/Abilities: 

· 7+ years of experience in customer service, or commercial support roles, preferably in an industrial or manufacturing setting.

· Demonstrated experience managing high-performing teams and integrating newly acquired businesses.

· Strong working knowledge of CRM systems (e.g., NetSuite), order management systems, and sales data structures.

· Exceptional communication, analytical, and project management skills.

· Detail-oriented with a strong commitment to operational discipline and data accuracy.

· Experience collaborating with finance, engineering, and procurement teams to support complex pricing and quoting processes is highly desirable

Education and Experience:

· Bachelor’s or master’s degree in business or related field. 

· Total 10 years of management experience and 5 years of supervisory level experience in relevant functions