For more than 75 years, Hoffmaster has been the trusted leader in premium single-use tableware and entertaining solutions. Our mission is simple: to elevate dining, entertaining, and baking experiences with convenient and sustainable solutions.

Our portfolio includes everything from high-quality napkins, paper plates, and baking supplies to paper straws and party decor. Whether it’s a catered event from a restaurant or family gathering in the comfort of your home, Hoffmaster products are designed to make moments easier, more convenient, and more memorable.

We operate through two divisions:

• Consumer Division – Focused on serving major retailers and club stores with our trusted products for end users and consumers.

• Foodservice Division – Serving restaurants, bakeries, hotels, hospitals, colleges & universities, and more with premium single-use solutions.

Headquartered in Oshkosh, Wisconsin, Hoffmaster has six locations across the U.S. and Canada, giving us the scale and reach to serve diverse customers.

At Hoffmaster, our people are the heart of our success. We foster a culture built on collaboration, innovation, and respect—where employees are encouraged to share ideas, grow their careers, and make a meaningful impact. We are proud to offer a supportive workplace that values teamwork, creativity, a strong customer focus, and drives continuous improvement.

When you join Hoffmaster, you become part of a company with a long-standing tradition of excellence and a forward-looking commitment to sustainability and innovation. Together, we’re shaping the future of dining and entertaining experiences.

Primary Purpose of the Role

The Customer Service Manager develops, implements and manages our customer service policies, procedures and staff. The manager coordinates communication and execution among sales, logistics, marketing and our customers. This person serves as the voice of the customer, ensuring that all polices and procedures are customer-focused with a concentration on ensuring efficient, best-in-class service to the entities Hoffmaster serves.

Essential Job Duties

Manage, support, train, review and audit for compliance the customer service staff’s duties including, but not limited to:

Rapidly responding to all customer communications.
Monitor Shipment Exceptions, and pre-empt customer problems by identifying “at risk” shipments for cure and communication.
Routing return shipments to internal and/or vendor partner specifications.
Order processing, both internally and externally
Communicate supply issues including customer’s preferred remediation

Drive best-in-class operational performance through process development and technological solution recommendations.

Support the customer-facing efforts of the sales team and report back information gained in those communications.

Development of training materials, business process documentation, and employee work aids as necessary to accomplish the goals of the department.

Effectively correct, or route issues related to EDI, ECM, order management, and third party order systems for resolution.

Serve as corporate liaison to internal and external logistics personnel, ensuring timely and proper execution of all fulfillment related activities.

Monitor and execute needed remedies for inventory management.

Manage, support, train, review and audit for compliance the corporate samples program.

Liaison with finance department to ensure proper invoicing and crediting of customer accounts, promotional programs and/or pricing discrepancies.

Be the voice of the customer for strategic planning and innovation development.

Route reports of quality defects to appropriate divisions and provide customer appropriate remediation solutions.

Perform other duties as assigned.

Required Skills/Abilities

Proficient user in Microsoft Office Suite

Excellent communication, managerial, leadership, customer service and problem-solving skills

At least three experience working in an EDI driven environment

Ability to train, supervise and motivate others in a high volume environment

Previous supervisory experience in a customer service environment
Five years customer service experience, with a minimum of two in a supervisory capacity.

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At Hoffmaster, we believe every person deserves to feel successful. That’s why we provide a total rewards package designed to support our employee’s success –at work, at home, and in life. This includes: Medical, Dental, Vision, Life and Disability insurances, Tuition and Student Loan repayment assistance, Physical and Mental wellness programs, Paid vacation and holidays, Employee Assistance Program, and more. Learn more about our Benefits at HoffmasterBenefits.com!

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Reasonable Accommodations Statement: To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.

Equal Opportunity Employer, including Veterans and Individuals with Disabilities.

Customer Service Manager

Benefits

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About Hoffmaster Company