Customer Service Manager

Maple Leaf Farms • Grand Rapids, MI

2d

About The Position

Down Inc. is seeking an influential leader to join their team as a Customer Service Manager. This role is pivotal in fostering a culture of outstanding customer experiences, ensuring a seamless customer journey from order entry through delivery. The ideal candidate will build and maintain strong customer relationships, resolve concerns professionally, and identify opportunities for growth through upselling and cross-selling. This position involves coaching and developing a customer service team, managing key accounts, and implementing strategies to enhance efficiency and service quality. Collaboration with Sales, Marketing, Distribution, Accounting, Credit, Scheduling, and Sales teams is essential to meet customer needs effectively. The role requires monitoring performance metrics, utilizing customer feedback for improvements, and contributing to strategic initiatives.

Requirements

• Proven experience leading customer service operations within a manufacturing or multi-location business environment.
• Strong leadership skills with the ability to motivate, coach, and develop team members.
• Excellent communication, problem-solving, and conflict-resolution abilities.
• Strong organizational skills with the ability to manage multiple priorities and projects effectively.
• Experience implementing process improvements and driving operational efficiencies.
• Customer-focused mindset with a passion for delivering exceptional service.
• Collaborative leadership style with the ability to influence and build relationships across departments.
• Bachelor's degree in Business or a related field preferred, or equivalent combination of education and experience.
• Minimum of 5 years of progressive customer service experience.
• Minimum of 3 years of leadership experience managing people and processes.
• Proficiency with CRM and ERP systems, as well as Microsoft Office applications including Excel, Word, Outlook, and PowerPoint.

Nice To Haves

• Experience in manufacturing, textiles, hospitality, or related industries is highly desirable.
• Bilingual skills are a plus but not required.

Responsibilities

• Lead by example, fostering a culture centered on delivering outstanding customer experiences.
• Ensure a seamless customer journey from order entry through delivery.
• Build and maintain strong customer relationships through virtual and in-person interactions.
• Resolve customer concerns professionally while promoting the Down Inc. brand and values.
• Identify opportunities to expand customer relationships through upselling and cross-selling initiatives.
• Coach, mentor, and develop a customer service team committed to excellence and continuous improvement.
• Manage key customer accounts and support long-term customer success.
• Develop and implement customer service strategies, systems, policies, and processes that enhance efficiency and service quality.
• Collaborate closely with Sales and Marketing to onboard new customers and support business growth.
• Partner with Distribution, Accounting, Credit, Scheduling, and Sales teams to ensure customer needs are met efficiently and effectively.
• Monitor performance metrics and lead the team toward achieving departmental goals and key performance indicators.
• Utilize customer feedback to identify trends, improve processes, and enhance the overall customer experience.
• Contribute to special projects and strategic initiatives that support operational excellence.

Benefits

• Opportunity to make a meaningful impact on our customers, employees, and business performance.
• Value collaboration, accountability, continuous improvement, and professional growth.

What This Job Offers

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