Customer Service Manager

HexArmor•Grand Rapids, MI

11h•Onsite

About The Position

The Customer Service Manager at HexArmor® will have an opportunity to oversee the seamless execution of global order fulfillment, ensuring exceptional customer service. Your leadership will play a crucial role in cultivating an exceptional customer experience, where service goes beyond expectations. We’re looking for a resourceful problem-solver who thrives in dynamic environments—someone with strong communication and organizational skills, systems management expertise, and the ability to multitask. Join us in this pivotal position, where your ability to lead, innovate, and adapt will impact our operational success, customer loyalty, and organizational growth.

Requirements

Proven experience in customer support, order management, or a similar role, with a strong focus on customer service excellence.
Proficient in computer skills, particularly in Excel and Tableau platforms, with the ability to work with complex datasets and systems.
Strong analytical skills with the capability to assess customer needs and improve service delivery and inventory management processes.
Strong knowledge of Key Performance Indicators (KPIs), including: Customer Satisfaction Score Order Processing Time Order Accuracy Rate of Returns Perfect Order Rate
Excellent communication and coordination skills, capable of working effectively with customers and internal teams across time zones
Demonstrated ability to manage people and prioritize multiple tasks in a fast-paced environment
Knowledge of shipping and logistics best practices, with experience coordinating with major carriers and managing logistics strategies
Ability to support and lead a team of Customer Service Representatives
BS degree preferred
5-7 years of Order Management and Customer Service experience

Nice To Haves

Experience in systems such as SAP Business One, JIRA, Warehouse Management Software as well as shipping software is preferred.

Responsibilities

Manage the fulfillment cycle from order receipt to delivery, ensuring timely and accurate processing
Oversee inventory levels and collaborate with supply chain to manage stock and proactively address potential shortages
Manage priorities and updates for sample and order processing
Provide general support to customers, handling inquiries and requests through various communication channels
Track and prioritize customer interactions and issues, working with internal teams to resolve and respond ensuring customer satisfaction
Work with internal teams to address and resolve customer concerns, aiming for overall satisfaction
Hands-on leader who supports daily CSR workflows, escalations, and workload balancing
Coordinate outbound shipments for optimal logistics methods to balance cost and efficiency targets
Collaborate with warehouse management and shipping partners to update delivery status coordination
Keep customer and order data up to date in SAP, ensuring accuracy
Manage and refine forecasting tools in JIRA based on business needs
Identify and implement enhancements within our processes and systems to improve operational efficiency
Demonstrated experience leading, coaching, and developing a team of Customer Service Representatives in a fast-paced environment
Proven ability to onboard, train, and ramp new CSRs while maintaining service levels
Strong coaching mindset with experience conducting regular 1:1s, performance reviews, and development planning
Ability to motivate, engage, and retain a high-performing customer service team
Experience addressing performance issues constructively and managing corrective action when needed