Customer Service Manager
About The Position
At FlexScreen/RiteScreen, we're transforming the way windows and doors are screened through innovation, operational excellence, and an unwavering commitment to our customers. We're looking for an experienced Customer Service Manager who is passionate about developing people, improving processes, and delivering an exceptional customer experience. In this leadership role, you'll oversee a high-performing customer service team while partnering across Sales, Operations, Shipping, Finance, and other departments to ensure every customer interaction reflects our commitment to quality and service. If you thrive in a fast-paced manufacturing environment, enjoy solving complex challenges, and love building engaged teams, we'd love to hear from you.
Requirements
- Bachelor's degree in Business Administration, Marketing, or a related field
- 5+ years of customer service experience
- At least 2 years of leadership or supervisory experience
- Proven success leading high-performing teams in a fast-paced environment
- Strong analytical, communication, and problem-solving skills
- Experience presenting data and actionable business insights
- Proficiency with Microsoft Office and CRM/ERP systems
- Excellent organizational, conflict resolution, and time management skills
Nice To Haves
- Experience in a manufacturing or B2B environment
- Familiarity with order management and ERP systems
- Continuous improvement mindset with a passion for driving operational excellence
Responsibilities
- Coach, mentor, and develop a team of Customer Service Representatives
- Establish performance expectations and provide ongoing feedback and development
- Foster a culture of accountability, collaboration, and continuous improvement
- Support employee engagement while building a customer-first mindset across the team
- Monitor service metrics including response times, resolution rates, and customer satisfaction
- Resolve complex customer issues with professionalism and urgency
- Ensure service standards and customer expectations are consistently exceeded
- Champion proactive communication and relationship building
- Evaluate and streamline customer service workflows
- Ensure accurate order processing, documentation, and invoicing
- Develop and maintain standard operating procedures
- Identify opportunities to improve efficiency, quality, and the overall customer experience
- Collaborate with Sales, Operations, Shipping, Finance, and other teams to deliver outstanding customer outcomes
- Serve as the voice of the customer while balancing operational priorities
- Support cross-functional initiatives that improve business performance
- Analyze customer service trends and key performance metrics
- Identify root causes and recommend process improvements
- Present meaningful insights that support customer retention and operational excellence
- Maximize the use of CRM, ERP, and communication platforms
- Partner with IT to troubleshoot system issues and improve team effectiveness
- Support continuous improvement through technology adoption
Benefits
- At FlexScreen/RiteScreen, you'll join a growing organization where your ideas matter and your leadership has a direct impact on both the customer experience and business success. We value collaboration, innovation, accountability, and continuous improvement—and we're committed to helping our employees grow professionally while making meaningful contributions every day.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
