Customer Service Manager
About The Position
The Customer Service Manager is responsible for leading the day to day customer service operations at a single facility. This role is highly hands on, working closely with the team to ensure an excellent customer experience, accurate order processing, and strong communication with sales, operations, and other internal partners. The manager will coach and support the team while also personally handling escalated issues, monitoring performance, and ensuring that service levels meet business expectations. This position requires a strong customer focused mindset, solid leadership skills, and the ability to build a positive and productive team environment.
Requirements
- Bachelor’s degree in Business, Logistics, or related field preferred, or equivalent experience.
- 5–7 years of experience in customer service, with at least 2+ years in a leadership role within a manufacturing environment.
- Hands‑on experience managing a single‑site customer service team.
- Strong knowledge of customer service best practices, call control, and account management.
- Excellent communication skills—both written and verbal.
- Ability to coach, mentor, and develop team members.
- Strong organizational and time‑management skills.
- Self‑motivated, energetic, and committed to delivering great service.
Responsibilities
- Serve as the primary point of contact for escalated customer concerns.
- Ensure timely resolution of order issues, returns (RGAs), shipping questions, and product inquiries.
- Maintain strong relationships with key customers while fostering a reliable, customer‑first culture.
- Support cross‑selling or up‑selling opportunities where appropriate
- Lead, coach, and support the customer service team at the site, ensuring consistent, high‑quality service.
- Be hands‑on in daily operations, including order entry, issue resolution, customer follow‑ups, and communication with internal teams.
- Monitor daily workflow and adjust priorities to meet service commitments.
- Conduct regular team huddles, training, and performance feedback.
- Partner closely with on‑site factory/operations leaders to ensure accurate order fulfillment and customer commitments.
- Work with Outside Sales to provide updates on customer issues or opportunities.
- Assist in tracking lost opportunities and recommending corrective actions.
- Track and report team KPIs; identify trends and areas for improvement.
- Analyze customer service data to help improve quality, response time, and overall performance.
- Support the development or refinement of site level customer service processes.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
