---
title: 'Customer Support Manager at Shorr Packaging Corp.'
canonical: 'https://feeny.ai/job/customer-support-manager-shorr-packaging-corp-atlanta-wrhs0538mry2'
type: 'job'
last_seen: '2026-09-11'
---

# Customer Support Manager at Shorr Packaging Corp.

- **Company:** Shorr Packaging Corp.
- **Location:** Atlanta, GA
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-08-31
- **Last confirmed live:** 2026-09-11
- **Apply:** https://jobs.gem.com/shorr-careers/am9icG9zdDoPv7zpUw84QAftR5021nqr

## Job description

The Customer Support Manager is responsible for hiring, coaching, and leading a diverse and inclusive team in a fast-paced and rapidly changing environment. This individual serves as coach, mentor, and leader to help individuals grow in their career while setting expectations on performance-based feedback and transparency.

The Customer Support Manager is a subject matter expert and an accessible point of contact for our internal stakeholders and external customers. As a department leader, he/she upholds quality service standards while modeling adherence to standard operating procedures and helping to drive the strategies developed to enhance customer experience. Through effective leadership, this role will promote a culture that is consistent with the Shorr organization while creating a team of highly engaged customer advocates to deliver a best-in-class customer experience.

## Responsibilities

Hiring:

- Responsible for hiring of new team members. Partner with HR on recruiting, resume review, interviews, and offer decision discussions.
- Training: ensure timely onboarding of new hires while also providing consistent, on-going learning/development initiatives for all team members to enhance performance and growth opportunities.
- Interact with team members daily to motivate and coach for peak performance. Provide feedback, guidance and develop corrective action plans when needed.
- Direct and monitor workload balance among team members and effectively delegate to ensure customer experience goals and SLA’s are consistently met.
- Set, manage, and monitor employee/team goals and objectives with clear communication on expectations for productivity, quality, and continuous improvement.

Process Improvement:

- Monitor reports, KPI’s and dashboards while analyzing data to assess resource allocation, maximize efficiency, and ensure high customer satisfaction. Review with team on a regular basis.
- Contribute to development and roll-out of customer service/sales support standard operating procedures and evaluate effectiveness.
- Recommend process improvements to drive efficiency and improved customer experience.

Customer/Sales Support:

- Support team members in resolving escalated issues and complaints to ensure prompt resolution time and consistent quality.
- Provide back-up support to team members and assist with tasks when needed to ensure SLAs are met.
- Support onboarding and training of new Account Executives on customer facing activities as it relates to the division and customer support department.
- Provide support on cross-functional initiatives as internal liaison for customer support team with Shorr stakeholders including sales, marketing, finance, and operations.
- Other duties as assigned.

## Requirements

- Bachelors Degree or equivalent required
- Minimum of 5+ years leading or managing a customer support team
- Prior experience managing a team in a fast paced, high intensity, customer focused environment
- Demonstrated in-depth knowledge of Shorr’s customer base, products, and procedures or 3-5 prior experience managing a team of direct reports.
- Ability to remain calm and professional under pressure while modeling such to their team members.
- Excellent leadership and interpersonal skills.
- Strong organization skills and ability to multi-task/prioritize based on urgency.
- Strong written and verbal communication skills with ability to communicate across multiple levels within an organization.
- Demonstrated ability to analyze complex situation and effectively problem-solve.
- Proven capacity to discern when confidentiality must be observed.
- Demonstrated ability to work through an organization with key business partners to hit key metrics and drive process improvements.
- Must be efficient in all Microsoft Suite applications including Outlook, TEAMS, Word, Excel, and Power Point
- Experience with CRM systems such as Salesforce, Hubspot, etc. required.
- Experience with order automation systems required; artificial intelligence (AI) experience preferred.
- Ability to work flexible hours and travel periodically when necessary.

## About Shorr Packaging Corp.

## Company Overview
- **One-liner**: Shorr Packaging Corp. is an employee-owned, industry-leading distributor of packaging products, equipment, and supply chain services.
- **Entity Type**: Private (Employee-Owned via ESOP)
- **Headquarters**: Aurora, Illinois, United States
- **Founded**: 1922
- **Founders**: Not publicly available

## Core Business
- **Primary industry/industries**: Packaging and Containers Manufacturing, Supply Chain Logistics
- **Target customers**: B2B (Enterprise, SMB); serves businesses with complex packaging and logistics needs across manufacturing, distribution, and retail
- **Mission or purpose statement**: "Listen to the customer." The company culture is built on employee ownership, collaboration, and innovation, with a focus on shared growth [shorr.com](https://www.shorr.com/about/about-us/)

## Products & Services
- **Packaging Products & Supplies**: A comprehensive portfolio including corrugated products, tapes and adhesives, stretch films, shrink wrap, flexible and protective packaging, pallet unitization, and carton closure solutions [shorr.com](https://www.shorr.com/about/about-us/)
- **Packaging Equipment**: Sales, installation, and repair of equipment like pallet wrappers, case formers, case sealers, shrink wrappers, bagging and strapping machines. All service technicians are factory-certified [shorr.com](https://www.shorr.com/about/about-us/)
- **Strategic Supply Chain Solutions**: Suite of services including the proprietary Shorr Total Approach to Managed Packaging (STAMP) program, national packaging programs, inventory management, and process optimization [shorr.com](https://www.shorr.com/about/about-us/)
- **Custom Design & Development**: Custom packaging and shipping kits, carton design, product prototyping, damage reduction analysis, and DIM weight optimization [shorr.com](https://www.shorr.com/about/about-us/)
- **Contract Packaging (Co-Pack/Kitting)**: Kitting and assembly services supported by a coast-to-coast network of warehouses [shorr.com](https://www.shorr.com/about/about-us/)

## Market Standing
- **Valuation/Market Cap**: Not publicly available (Private company)
- **Key Metric**: Annual Revenue estimated at **$250M**; employs approximately **420 people** [linkedin.com](https://linkedin.com/company/shorr-packaging)
- **Notable Investors/Partners**: Employee-owned via an ESOP for nearly 40 years. Represents the best-known packaging product manufacturers and brands in the industry. Awarded the 2026 ESOP Company of the Year by the Illinois Chapter of The ESOP Association [shorr.com](https://www.shorr.com/about/about-us/)
- **Growth Signals**: 100+ years in business; 650+ employee-owners (per careers page — may vary from LinkedIn estimate); 9 locations nationwide; 3,000+ training courses available to employees; operates as a top independent packaging distributor in the U.S. [shorr.com](https://www.shorr.com/about/careers/)

## Competitive Advantages
- **Deep Industry Experience**: Founded in 1922, Shorr has over a century of market presence and relationships with leading packaging manufacturers.
- **Employee Ownership (ESOP)**: Unique structure where employees are also owners, fostering a strong culture of ownership, collaboration, and long-term thinking. This is a key differentiator for attracting talent [shorr.com](https://www.shorr.com/about/careers/).
- **National Scale with Local Support**: Well-stocked warehouses and facilities across the U.S. allow for nationwide reach with local service.
- **Full-Service Ecosystem**: Covers the entire packaging value chain — from supplies and equipment to custom design, managed programs, and repair services.

## Strategic Focus
- **Supply Chain Optimization**: Heavily focused on helping large, complex organizations manage and control packaging processes through analytical programs like STAMP [shorr.com](https://www.shorr.com/about/about-us/).
- **Employee Development and Retention**: Emphasizes a strong internal culture of learning and growth with over 3,000 training courses, mentoring, and job shadowing to attract and retain talent [shorr.com](https://www.shorr.com/about/culture/).
- **Operational Excellence**: Continued investment in automation, process improvement, and certified service capabilities to drive efficiency for clients.

## Why Work Here
- **Culture**: The culture is centered on the "OWN IT" values — ownership, collaboration, and collective spirit. Employees are referred to as "employee-owners," creating a sense of shared success [shorr.com](https://www.shorr.com/about/culture/)
- **Remote/Hybrid/Office Policy**: Not explicitly stated, but job postings include warehouse, field, and corporate positions suggesting a mix of on-site and field-based roles [shorr.com](https://www.shorr.com/about/careers/)
- **Notable Perks**: Employee Stock Ownership Plan (ESOP) which rewards employees annually; competitive compensation and benefits; 3,000+ training courses; mentorship and job shadowing programs; performance evaluation growth plans [shorr.com](https://www.shorr.com/about/careers/what-it-means-to-be-an-employee-owner/)
- **Engineering Culture**: For technical roles, the company has a CIO and a professional service team of certified technicians, process engineers, and equipment specialists. Focus is on practical, hands-on problem-solving in a stable, established company [shorr.com](https://www.shorr.com/about/about-us/)

## Sources
1. [shorr.com - Careers](https://www.shorr.com/about/careers/)
2. [shorr.com - About Us](https://www.shorr.com/about/about-us/)
3. [shorr.com - Company Culture](https://www.shorr.com/about/culture/)
4. [shorr.com - What It Means to Be an Employee-Owner](https://www.shorr.com/about/careers/what-it-means-to-be-an-employee-owner/)
5. [linkedin.com - Shorr Packaging Corp](https://linkedin.com/company/shorr-packaging)

## Other roles at Shorr Packaging Corp.

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- [Warehouse Supervisor - 2nd Shift](https://feeny.ai/job/warehouse-supervisor-2nd-shift-shorr-packaging-corp-west-chicago-b8v91faymec1) — West Chicago, IL
- [Customer Support Rep I](https://feeny.ai/job/customer-support-rep-i-shorr-packaging-corp-indianapolis-6jxw9qqx6npe) — Indianapolis, IN
- [3PL Warehouse Coordinator](https://feeny.ai/job/3pl-warehouse-coordinator-shorr-packaging-corp-corporate-headquarters-g0gn4d2y4fnr) — Corporate Headquarters
- [Project Manager - Supply Chain](https://feeny.ai/job/project-manager-supply-chain-shorr-packaging-corp-corporate-headquarters-7egjx7jpq8a6) — Corporate Headquarters
- [Continuous Improvement Engineer III](https://feeny.ai/job/continuous-improvement-engineer-iii-shorr-packaging-corp-aurora-zyqp913g86v1) — Aurora, IL
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