Customer Service Manager

Kofile Technologies•Washington, MO

About The Position

At Kofile , we believe that government has infinite potential to do good and that all information residing within local governments should be preserved, digitized, and made available to all their employees and citizens. We partner with government agencies nationwide to help them meet their citizens’ needs by preserving the integrity and content of paper documents to ensure they will be available for use forever and modernizing information management through digitization and access systems The Customer Service Manager is responsible for leading the customer service function within a manufacturing environment, including oversight of customer service representatives and order entry operations. This role ensures a high level of customer satisfaction by driving process improvements, developing team capabilities, and fostering cross-functional collaboration. The position plays a critical role in aligning customer needs with operational capabilities while supporting revenue growth through close partnership with sales.

Requirements

Bachelor’s degree in Business or a related field preferred
5+ years of experience in customer service within a manufacturing or industrial environment
2+ years of leadership experience managing and developing teams
Strong leadership and team development capabilities
Excellent communication and interpersonal skills
Proven ability to manage conflict and resolve complex customer issues
Strong analytical and problem-solving skills with a data-driven mindset
Experience developing processes and driving continuous improvement
Solid understanding of order entry systems, ERP platforms, and pricing structures
Effective project management skills with the ability to manage multiple priorities
Experience working closely with sales teams in a B2B manufacturing environment
Familiarity with KPI dashboards and customer service metrics
Lean or process improvement experience (Six Sigma or similar)

Responsibilities

Team Leadership & Development
Lead, coach, and develop a team of Customer Service Representatives
Establish clear performance expectations and drive accountability through regular feedback and evaluations
Foster a customer-focused, solutions-oriented culture
Identify training and development opportunities to enhance team performance
Customer Experience & Support
Ensure timely and accurate order entry, order management, and customer communication
Resolve escalated customer issues and manage conflict effectively
Maintain high service levels and continuously improve the overall customer experience
Process Improvement & Operations
Design, implement, and refine customer service processes to improve efficiency and accuracy
Identify bottlenecks and implement scalable solutions
Establish and monitor KPIs (e.g., order accuracy, response time, on-time delivery coordination)
Drive continuous improvement initiatives to enhance service delivery
Cross-Functional Collaboration
Partner closely with Sales to onboard new customers and support business growth initiatives
Collaborate with Operations, Procurement, and Finance to ensure alignment on customer requirements and delivery expectations
Help streamline product offerings and improve order-to-cash processes
Pricing & Revenue Support
Support pricing administration and ensure accuracy in quotes and orders
Work with Sales and Finance to maintain pricing integrity and resolve discrepancies
Identify opportunities to enhance revenue through improved service and process alignment
Project Management
Lead or support cross-functional projects related to customer service, systems, or process enhancements
Manage timelines, resources, and deliverables to ensure successful project execution
Utilize data and analytics to inform decisions and measure project outcomes