Senior CS Manager

Job Description

Job Description

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.

Own CRM process mapping and establish standard operating procedures (SOPs) for team usage.

Oversee and maintain accuracy of sales master data, including customer parent / child relationships, industry classifications, and account segmentation.

Enhance customer reporting cadence and systematize communication to strengthen customer relationships and identify service improvement opportunities.

Lead the customer service workstream for newly acquired businesses, ensuring smooth integration of processes, systems, and data into the Gravis platform.

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 :

Education and Experience :