Customer Service Manager

Ellsworth Adhesives•Germantown, WI

15d•Hybrid

About The Position

Ellsworth Adhesives, a global, industry-leading distributor of specialty chemicals and equipment and adhesive manufacturer, is seeking a Customer Service Manager. This role reports into our corporate headquarters located in Germantown, WI and is an on-site/in-office role with some hybrid flexibility. The position oversees front-line customer support in alignment with customer requirements and ISO standards. It involves partnering with internal teams to resolve issues, manage escalations, and maintain a positive customer experience. The role also applies advanced product knowledge and cross-department collaboration to independently resolve complex customer concerns and support continuous operational excellence. Ellsworth Corporation is a family-run company with over 50 years of continuous growth, serving industries such as cell phone, medical device, space/aerospace, and electric vehicles.

Requirements

7+ years of professional customer service experience
3+ years of supervisor/management experience
Proficient in Power BI, SharePoint, Microsoft Teams, and Windows
Intermediate Excel skills
Advanced Enterprise Resource Planning (ERP) and CRM capabilities
Demonstrated experience in building a team by developing talent, providing coaching and supporting growth across experience levels
Awareness of and aptitude for continuous improvement (CI) methodologies, with a demonstrated track record of taking on new opportunities and challenges with urgency
Superior attention to detail
Polished communication and interpersonal skills
Strong organizational skills
Ability to drive team engagement and motivation while remaining approachable and balancing empathy with accountability in a fast-paced environment
Initiative and high energy while promoting professionalism, accountability and collaboration across teams

Nice To Haves

Bachelor’s degree preferred. Other combinations of education and experience may be considered
Strong preference for experience in Microsoft Dynamics
Prior experience in distribution or manufacturing involving chemical adhesives and/or shelf-life products, with demonstrated technical aptitude, preferred

Responsibilities

Owns performance management across assigned teams by setting expectations, coaching Supervisors and Team Leads in development, effectiveness, and accountability.
Ensures consistent achievement of service level agreements (SLAs) by overseeing team performance through strategic metrics and measurement frameworks across quotes, order processing, Return Material Authorizations (RMAs), expedites, and order status inquiries.
Monitors customer experience and operational performance to identify risks, trends, and process gaps, and leads cross-functional issue resolution and continuous improvement initiatives that prevent service disruptions and enhance efficiency and customer experience.
Partners with Supervisors to review quality results across orders, Customer Resource Management (CRM) cases, and calls to identify root causes and develop practical solutions for continuous improvement.
Reviews key performance indicators (KPIs) and implements countermeasures when results are off track, partnering with internal and external stakeholders to address operational roadblocks and elevate systemic issues.