Customer Service Manager
About The Position
The Customer Service Manager is responsible for leading the customer service function to deliver an exceptional customer experience while driving operational efficiency, team performance, and continuous improvement. This role oversees customer service operations, develops and coaches high-performing teams, and partners cross-functionally with Sales, Supply Chain, Operations, Finance, and other business functions to ensure timely and effective resolution of customer needs. The Customer Service Manager plays a key leadership role in building strong customer relationships, improving service delivery processes, establishing performance standards, and driving a culture of accountability, collaboration, and customer focus across the organization.
Requirements
- Bachelor’s degree in Business, Supply Chain, Operations, Communications, or related field preferred.
- 10+ years of progressive customer service, operations, or commercial support experience.
- Prior leadership experience managing customer service teams in a manufacturing, industrial, or supply chain environment preferred.
- Experience working in ERP systems, CRM platforms, and customer order management environments.
- Strong leadership and team development capabilities with experience managing and coaching professional-level staff.
- Excellent customer relationship management and conflict resolution skills.
- Strong analytical and problem-solving abilities with a focus on operational improvement and service excellence.
- Excellent communication and interpersonal skills with the ability to collaborate across functions and influence stakeholders.
- Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
- Experience developing KPIs, reporting metrics, and customer service performance standards.
- Proficiency in Microsoft Office, ERP systems, CRM platforms, and customer service technologies.
- Demonstrated ability to drive continuous improvement and operational efficiency initiatives.
Responsibilities
- Lead and manage the day-to-day operations of the Customer Service function, ensuring high levels of customer satisfaction and service performance.
- Recruit, develop, coach, and lead customer service professionals, fostering a positive and high-performing team environment.
- Establish and monitor customer service KPIs, service standards, and operational metrics to drive continuous improvement and accountability.
- Manage escalated customer issues and complex service situations, ensuring timely resolution and strong customer relationships.
- Partner closely with Sales, Operations, Supply Chain, Finance, and Logistics teams to align on customer priorities and business objectives.
- Develop, implement, and maintain customer service policies, procedures, and best practices to improve operational efficiency and customer experience.
- Analyze customer feedback, service trends, and operational data to identify improvement opportunities and implement corrective actions.
- Lead process improvement initiatives focused on responsiveness, order management, communication, and customer satisfaction.
- Communicate departmental goals, expectations, and performance results while supporting employee development, engagement, and retention.
- Support strategic customer initiatives, business reviews, and service-related projects that enhance long-term customer partnerships.
- Ensure compliance with company policies, quality standards, and operational procedures.
- Perform other duties and responsibilities as assigned.
Benefits
- medical
- dental
- paid time off
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
