Customer Service Manager

Frandsen Corporation • Glencoe, MN

1d • Onsite

About The Position

The Customer Service Manager leads day-to-day customer service operations to ensure accurate order processing, timely responses, and effective issue resolution, while building strong customer relationships and supporting sales growth and profitability through cross-functional coordination, process improvement, and team leadership.

Requirements

• Requires a high school diploma or general education degree (GED).
• Requires three to five years of related experience and/or training.
• Requires a high school diploma or general education degree (GED), three to five years of related experience and/or training, or the equivalent combination of education and experience.
• Requires a bachelor’s degree in Marketing, Business Administration, Communications, or a related field.
• Demonstrated high proficiency with all programs in Microsoft Office Suite.
• Exceptional PC skills including Manufacturing software and Microsoft Office Suite.
• Requires Forklift certification (training and certification will be provided).
• On-the-job training may be required.
• Communicate effectively with co-workers and management.
• Ability to read and interpret documents such as Picture Packet, IOP, procedure manual and safety rules
• Fill out general communication paperwork in written form legibly so as to be understood
• Must be able to verbally pass on information to the next operator.
• Read, analyze, and interpret general business periodicals, professional journals, technical procedures, governmental regulations and professional drawings.
• Write reports, business correspondence, and procedure manuals
• Present information to and respond to questions from groups of managers, clients, customers, and the general public.
• Read instruments such as gauges and indicators on equipment (on the job training may be required).
• Apply common sense understanding to carry out detailed, but non-engaging, written and oral instructions.
• Define problems, collect data, establish facts and draw valid conclusions.
• Apply good judgment in recognizing scope of authority.
• A qualified candidate must possess the ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, fractions, and decimals.
• Apply abstract concepts such as fractions, percentages, ratios, and proportions to practical situations

Responsibilities

• Lead customer service execution and escalation support to ensure accurate order processing, timely communication, and strong customer satisfaction
• Oversee and support the team in responding to inbound customer contacts (routing, direct calls, and escalations) to resolve inquiries correctly and consistently
• Ensure orders and key customer requests are entered and managed accurately across channels (phone, fax, EDI) to maintain service levels and protect revenue
• Resolve order, shipping, billing, and pricing issues by verifying facts and completing required adjustments to prevent repeat errors and protect net operating income
• Partner with Sales and cross-functional teams to support customer programs and growth to improve win rates, maintain compliance, and protect revenue
• Coordinate samples and customer-requested materials to support selling efforts and customer decision-making
• Coordinate workflows tied to customer compliance requirements (documentation, timing, routing, and program details) to reduce fines, chargebacks, and service failures
• Provide timely order/program status information and support related export/financial processes to enable smooth customer execution and internal processing
• Lead structured problem resolution across people, process, and customer issues to remove barriers, prevent repeat failures, and maintain strong internal and external partnerships
• Investigate and resolve shipping, pricing, and service problems by identifying root cause and coordinating corrective actions with Sales and Operations
• Communicate customer-specific requirements and escalation decisions to internal teams to ensure compliant fulfillment and timely outcomes
• Address personnel and performance issues in coordination with Human Resources/Development and the Director of Sales Operations to reinforce expectations and sustain a positive team culture
• Manage staffing, systems, and operating routines to improve efficiency, ensure data integrity, and maintain reliable day-to-day execution.
• Plan team coverage and manage time/attendance activities to maintain appropriate staffing during business hours
• Maintain accurate customer data and documentation in Lawson M3 and HubSpot to enable reliable order processing and reporting
• Establish standard procedures, metrics, and CRM expectations to identify trends and drive continuous improvement
• Hire, develop, and lead the customer service team to build capability, sustain performance, and support current and future service and sales needs
• Onboard, train, and coach customer service employees to ensure consistent execution and service quality
• Complete performance evaluations and provide ongoing feedback in coordination with Human Resources and the Director of Sales Operations to strengthen performance and maintain documentation
• Leverage AI-enabled tools and process improvements to streamline work, strengthen reporting and insights, and improve team effectiveness

What This Job Offers

• Job Type: Full-time
• Career Level: Manager