Customer Service Manager

Kofile Inc. • Washington, MO

2d

About The Position

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

Benefits

• Paid overtime available for non-exempt employees
• Low-cost insurance (medical, dental, vision, life & disability)
• Maternity and paternity benefits
• 401(k) plan (company matching)
• Paid holidays, vacation, and sick time
• Educational assistance

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 1-10 employees