Customer Service Manager
About The Position
The Customer Service Manager is responsible for the strategic leadership and operational performance of the Customer Service function across multiple locations. This role ensures consistent, high-quality customer experience through the effective management of people, processes, and systems. The position defines departmental strategy, establishes performance standards, and drives continuous improvement initiatives. As a key cross-functional partner, this role ensures alignment between Customer Service and Sales, Engineering, Operations, and Business Applications & Systems Teams to support business objectives and customer outcomes.
Requirements
- 5+ years of Customer Service leadership experience in a B2B business model
- Experience in manufacturing or industrial environment
- Strong strategic and operational management capabilities
- Proven ability to influence and collaborate with cross-functional stakeholders
- Experience managing customer service operations, including order management workflows
- Strong analytical, problem-solving, and decision-making skills
- Excellent communication and relationship management skills
- Experience with ERP and CRM systems
- Bachelor’s degree or equivalent experience
Nice To Haves
- Customer-focused mindset with a continuous improvement approach
- Ability to lead change and drive adoption of new processes and systems
- Strong organizational and prioritization skills
- Collaborative leadership style
- High attention to detail
Responsibilities
- Lead a multi-site Customer Service organization
- Establish clear performance expectations and accountability across regions
- Drive employee engagement, development, and retention
- Define and execute Customer Service strategy aligned with organizational priorities
- Partner with cross-functional leaders to support commercial and operational objectives
- Represent Customer Service in business initiatives and transformation efforts
- Oversee end-to-end customer service and order management performance
- Ensure standardization and compliance with established processes and policies
- Address and resolve operational risks impacting service delivery
- Lead continuous improvement initiatives to enhance efficiency and scalability
- Act as a key stakeholder in CRM, ERP, and tool enhancements
- Support adoption of new processes and technologies across the team
- Establish and monitor KPIs and service metrics
- Use data to drive performance improvements and inform decision-making
- Ensure delivery against departmental goals
- Serve as an escalation point for complex customer issues
- Partner with Sales and key stakeholders to support customer retention and growth
- Maintain strong internal and external relationships
Benefits
- 5% employer 401K contribution
- 50% match on up to 3% of your contributions for added financial security
- 16 weeks of gender-neutral parental leave at 100% pay
- Gradual transition with a unique 80% work schedule while still receiving 100% of your pay for the first 6 months upon return from parental leave
- Generous vacation and well-being day
- 9 observed holidays
- 1 floating holiday day
- Up to 15 caregiver days
- 80 hours of annual sick leave
- 3 paid volunteer days each year
- 3 healthcare plans with HSA contributions
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What This Job Offers
Job Type
Full-time
Career Level
Manager
