Customer Service Manager

DSV•Fort Wayne, IN

29d

About The Position

The Customer Service Manager is responsible for leading day-to-day customer service operations, ensuring timely resolution of client ticket requests, managing purchasing and budget activities, and addressing escalations from both clients and internal teams. This role partners cross-functionally to maintain high service standards, operational efficiency, and strong client relationships.

Requirements

Bachelor’s degree in Business Administration, Management, or a related field (or equivalent experience).
3–5 years of experience in customer service or customer operations, including leadership or supervisory responsibilities.
Experience managing ticketing systems, escalations, and service workflows.
Demonstrated experience with purchasing processes and budget management.
Strong problem-solving and decision-making skills, with the ability to manage competing priorities.
Excellent communication and interpersonal skills, with a customer-focused mindset.
Proficiency in customer service software, ticketing platforms, and Microsoft Office or similar tools.

Nice To Haves

Experience supporting enterprise or B2B clients.
Familiarity with service level agreements (SLAs) and performance metrics.
Experience leading cross-functional teams or projects.

Responsibilities

Oversee and manage all incoming client ticket requests, ensuring timely triage, resolution, and communication in accordance with service level agreements (SLAs).
Serve as the primary escalation point for complex or high-priority client issues, driving resolution and maintaining customer satisfaction.
Lead, coach, and support the customer service team, including performance management, workload prioritization, and issue resolution.
Manage purchasing requests related to customer service operations, ensuring accuracy, approval compliance, and alignment with business needs.
Own customer service budget management, including expense tracking, forecasting, and cost control.
Identify trends in client issues and service performance, recommending process improvements and corrective actions.
Collaborate with internal departments (operations, finance, IT, and leadership) to resolve issues and improve service delivery.
Develop and maintain customer service procedures, workflows, and documentation.
Ensure consistent application of company policies and customer service standards.
Prepare reports and metrics on ticket volume, resolution time, customer satisfaction, and budget performance.