Customer Service Manager

Artemax • New Berlin, WI

4h

About The Position

We are looking for an experienced Customer Service Manager to inspire, lead, and develop our Customer Service team. This role is responsible for driving departmental growth through strategic planning, delivering impactful training programs, improving processes, establishing performance and productivity goals, and increasing sales and customer retention. The Customer Service Manager reports directly to the Director of Sales and will work in tandem to drive the overall strategy for the sales team. The ideal candidate brings a strong background in customer service leadership, with a proven ability to enhance customer experience while generating revenue through outstanding service.

Requirements

• Bachelor’s degree in business administration, marketing, or related field required.
• Minimum 5 years’ experience in managing a Customer Service or Sales Support department.
• Excellent communication and leadership skills, with the ability to interact effectively with customers, team members, and cross-functional stakeholders.
• Proficiency with Microsoft Office applications: Excel, Word, Outlook, e-commerce platforms (Shopify), and other relevant sales and customer service tools.
• Analytical mindset with the ability to interpret data, identify trends, and make data-driven recommendations

Nice To Haves

• Business Central and D365 experience is a plus

Responsibilities

• Lead and develop a team of customer service representatives to achieve sales targets and deliver outstanding service.
• Provide guidance, coaching, and performance feedback to team members to support their professional development and ensure high performance levels.
• Collaborate with the Director of Sales and Human Resources to build a best-in-class customer service team through recruitment and ongoing team development.
• Identify opportunities to improve customer satisfaction, retention, and loyalty through proactive engagement and support.
• Utilize data analytics to track and analyze key performance indicators (KPIs) related to website sales, inbound calls, and customer satisfaction.
• Generate reports and insights to inform strategic decision-making and identify areas for improvement.
• Oversee order processing and fulfillment to ensure accuracy, efficiency, and timely delivery of customer orders. Develop and support SOPs to streamline order entry and navigation with the ERP system.
• Manage inbound call queues effectively, ensuring timely response to customer inquiries and sales opportunities.
• Monitor call performance metrics and implement strategies to optimize calls and order entry.
• Collaborate with leadership to create, monitor, and meet departmental strategic goals.
• Establish quality standards and performance metrics for customer service interactions, including website chat support and inbound calls.
• Conduct regular quality assessments and training sessions to ensure consistency and adherence to service excellence standards.
• Collaborate with other departments to address customer issues, resolve operational challenges, and improve overall service delivery.
• Provide clear day-to-day direction for all e-commerce and sales support team members, ensuring priorities are aligned, workloads are balanced, and service standards are consistently met. Foster a collaborative, high-performance environment focused on accountability and results.
• Serve as the primary point of contact for complex or escalated customer concerns, resolving issues promptly, fairly, and professionally to maintain strong client relationships and brand reputation.
• Hold weekly one-on-one meetings with team members to review performance, provide constructive feedback, identify growth opportunities, and create actionable development plans.
• Oversee onboarding for new hires, ensuring comprehensive training on systems, processes, and service standards. Continuously evaluate and enhance training programs to support long-term team success.
• Maintain open communication with the sales team to ensure adequate and effective support is being delivered. Identify gaps, recommend additional resources or process adjustments, and implement changes that help drive revenue and achieve sales targets.
• Collaborate closely with the e-commerce team to identify opportunities to streamline and elevate the online ordering experience, reducing friction and improving overall customer satisfaction.
• Organize and manage support coverage for sales team members during absences to ensure seamless service and uninterrupted account management.
• Work collaboratively with team members and cross-functional stakeholders to identify inefficiencies, refine internal processes, and implement strategic improvements that positively impact the bottom line.
• Act as a liaison for the sales team in onboarding and retaining key accounts, providing hands-on support and strategic insight to strengthen long-term partnerships.

Benefits

• At Artemax, we offer free lunch every day for all employees, along with a competitive benefits package which includes, but is not limited to, the following:
• Medical, dental and vision insurance
• A 401(k) plan with competitive matching program
• Employee Assistance Program (EAP)
• Short-term and Long- term Disability
• Life insurance
• Personal Time off
• Paid holidays and more!

What This Job Offers

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