Customer Service Manager

Keltec•Hudson, OH

19d

About The Position

The Customer Service Manager leads and manages the customer service team to provide exceptional service and support. The role focuses on driving customer satisfaction, streamlining processes, and promoting continuous improvement. The manager oversees daily department operations, develops employees, resolves escalated issues, and works with internal teams to support customers and business initiatives. KELTEC designs, manufactures, and distributes filtration and component solutions for industrial applications, with headquarters in Northeast Ohio and a global customer base.

Requirements

Bachelor’s degree.
At least 5 years of customer service experience, including at least 2 years in a supervisory or management role.
Strong leadership, coaching, and team development skills.
Proficiency in customer service software, CRM tools, and ERP systems, such as NetSuite.
Excellent written and verbal communication skills.
Ability to manage multiple priorities in a fast-paced environment.
Analytical mindset focused on continuous improvement and process efficiency.

Nice To Haves

Manufacturing or distribution experience.

Responsibilities

Lead, mentor, and develop customer service representatives to meet performance goals and KPIs.
Oversee daily customer service operations, including timely and accurate processing of orders, inquiries, complaints, and returns.
Build relationships with sales, distribution, and manufacturing teams to support cross-functional initiatives.
Resolve escalated customer issues with urgency and professionalism.
Implement and monitor customer service policies, procedures, and standards.
Analyze customer service metrics and trends to identify improvement opportunities.
Develop training programs and tools to improve service quality and employee development.
Ensure effective use of CRM, ERP, and other systems to track and manage customer interactions.
Support new product launches and promotions from a customer service standpoint.
Promote a customer-first culture that reinforces brand loyalty and satisfaction.