Customer Service Manager

The Customer Service Manager is responsible for leading the customer service function within a manufacturing environment including oversight of customer service representatives and order entry operations. This role ensures a high level of customer satisfaction by driving process improvements developing team capabilities and fostering cross-functional collaboration. The position plays a critical role in aligning customer needs with operational capabilities while supporting revenue growth through close partnership with sales.

Key Responsibilities

Team Leadership & Development

• Lead coach and develop a team of Customer Service Representatives
• Establish clear performance expectations and drive accountability through regular feedback and evaluations
• Foster a customer-focused solutions-oriented culture
• Identify training and development opportunities to enhance team performance

Customer Experience & Support

• Ensure timely and accurate order entry order management and customer communication
• Resolve escalated customer issues and manage conflict effectively
• Maintain high service levels and continuously improve the overall customer experience

Process Improvement & Operations

• Design implement and refine customer service processes to improve efficiency and accuracy
• Identify bottlenecks and implement scalable solutions
• Establish and monitor KPIs (e.g. order accuracy response time on-time delivery coordination)
• Drive continuous improvement initiatives to enhance service delivery

Cross-Functional Collaboration

• Partner closely with Sales to onboard new customers and support business growth initiatives
• Collaborate with Operations Procurement and Finance to ensure alignment on customer requirements and delivery expectations
• Help streamline product offerings and improve order-to-cash processes

Pricing & Revenue Support

• Support pricing administration and ensure accuracy in quotes and orders
• Work with Sales and Finance to maintain pricing integrity and resolve discrepancies
• Identify opportunities to enhance revenue through improved service and process alignment

Project Management

• Lead or support cross-functional projects related to customer service systems or process enhancements
• Manage timelines resources and deliverables to ensure successful project execution
• Utilize data and analytics to inform decisions and measure project outcomes

Qualifications :

• Bachelors degree in Business or a related field preferred
• 5 years of experience in customer service within a manufacturing or industrial environment
• 2 years of leadership experience managing and developing teams

Skills & Competencies

• Strong leadership and team development capabilities
• Excellent communication and interpersonal skills
• Proven ability to manage conflict and resolve complex customer issues
• Strong analytical and problem-solving skills with a data-driven mindset
• Experience developing processes and driving continuous improvement
• Solid understanding of order entry systems ERP platforms and pricing structures
• Effective project management skills with the ability to manage multiple priorities
• Experience working closely with sales teams in a B2B manufacturing environment
• Familiarity with KPI dashboards and customer service metrics
• Lean or process improvement experience (Six Sigma or similar)

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Additional Information :

Benefits:

As a full-time employee you will receive access to the following benefits:

    Paid overtime available for non-exempt employees
    Low-cost insurance (medical dental vision life & disability)
    Maternity and paternity benefits
    401(k) plan (company matching)
    Paid holidays vacation and sick time
    Educational assistance

Remote Work :

No

Employment Type :

Full-time