Customer Service Manager
About The Position
The Customer Service Manager is a key leadership role responsible for driving a high-performing Customer Service function that delivers a consistent, positive, and reliable customer experience. This role leads the Customer Service team, oversees pricing administration and inside sales support, and partners cross-functionally to support operational execution, order accuracy, and customer satisfaction. The Customer Service Manager is accountable for team performance, process improvement, and aligning customer service activities with business objectives. More specifically, this position will be responsible for activities including but not limited to the following:
Requirements
- Associate degree in Business or a related field required; bachelor’s degree preferred.
- Minimum of five (5) years of progressive customer service experience, including supervisory or people leadership responsibilities.
- Strong leadership, coaching, and team development skills.
- Excellent communication and interpersonal skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong problem-solving and decision-making capabilities.
- Proficiency with customer service systems, ERP systems, and standard office software.
Nice To Haves
- Experience in a manufacturing or industrial environment preferred.
- Equivalent combinations of education and experience will be considered.
Responsibilities
- Plan and organize daily customer service operations, including workload distribution, staffing needs, and service priorities.
- Ensure timely and accurate response to customer inquiries, order requests, and service issues in a high-volume environment.
- Support and oversee order entry and order management activities to ensure accuracy, efficiency, and on-time fulfillment.
- Monitor service levels, quality standards, and team performance to ensure customer and business expectations are met.
- Serve as the primary escalation point for complex or sensitive customer issues, ensuring timely resolution and clear communication.
- Review customer feedback, complaints, and service trends; assign follow-up actions and ensure corrective and preventive measures are implemented.
- Partner with Operations, Sales, Finance, and other internal teams to resolve issues, improve workflows, and support business objectives.
- Coach, train, and develop Customer Service team members to build a high-performing team.
- Identify and implement process improvements to enhance efficiency, reduce errors, and improve the overall customer experience.
- Perform other duties as assigned
Benefits
- Dexter offers a competitive wage
- Full benefits package including Health, Dental, Vision, Life, STD, LTD, FSA, HSA
- 3% profit sharing in our Safe Harbor program
- 401(k) Plan with company contributions
- Opportunities for internal career development and growth
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
