Customer Service Manager

IPEX Group•Lynchburg, VA

78d•$74,000 - $92,000•Onsite

About The Position

The National Customer Service Manager plays a key role in driving excellence in customer experience in alignment with IPEX’s customer intimacy strategy. They lead a high-performing team of regional customer service managers, fostering a culture of service excellence, operational efficiency, and continuous improvement. With a strategic mindset and a deep understanding of customer service and sales operations within a manufacturing context, the incumbent ensures that service delivery helps to strengthen customer relationships and contributing to long-term business success.

Requirements

Post-secondary education, preferably in business or a related field.
Minimum 5 years’ experience in customer service, plus 5+ years leadership experience
Experience in an SAP environment preferred
Experience in a manufacturing environment preferred
Experience with customers and in depth understanding of the expectations.
Computer literate, good command of Microsoft programs with advanced Excel skills
Strong leadership, administrative and analytical skills
Positive attitude, driven to provide a positive, productive environment
Ability to communicate with all levels of staff and management
Service minded, with an ongoing awareness of IPEX profitability
Demonstrated ability to lead teams, manage change, and drive performance.
Frequent communication with both internal and external customers.
Must be able to build relationships cross functionally with several internal departments to be successful in this role.

Nice To Haves

Experience in an SAP environment
Experience in a manufacturing environment

Responsibilities

Provide strategic leadership and mentorship to a national team of customer service managers, fostering a high-performance culture focused on service excellence and team development.
Champion organizational transformation initiatives, including the implementation of new systems and processes, ensuring seamless adoption and alignment with business objectives.
Establish and monitor performance metrics (KPIs) to drive accountability and measure success in areas such as order accuracy, responsiveness, and customer satisfaction.
Oversee the resolution of complex service issues—including order discrepancies, pricing challenges, returns, and delivery concerns—ensuring timely and customer-centric outcomes.
Set clear direction and expectations for the customer service team, aligning team goals with broader organizational priorities.
Collaborate closely with Sales leadership to ensure customer service teams are informed of market dynamics, customer needs, and emerging challenges.
Drive operational excellence by evaluating and optimizing customer service resources, processes, and best practices to ensure maximum efficiency and scalability.
Communicating company activities and changes so that the team is always engaged in the big picture
Arranging training on products, systems, and processes so that CSR’s can continually grow and improve their knowledge and efficiency.
Ensuring adequate resources are assigned to service customers, so that orders, quotes, RMA’s and other transactions are completed in a timely manner
Develop strong relationships with retailer customer service teams, buyers, and logistics contacts.
Collaborate with Sales, Logistics, and Marketing to ensure programs, promotions, and product launches are executed effectively.
Partner with IT and ERP teams to streamline order-to-cash processes (e.g., SAP, Oracle, or Microsoft Dynamics).
Drive automation and digital self-service tools tailored to retail partner needs (EDI, retailer portals, etc.).
Ensure compliance with retailer-specific routing guides, labeling standards, and service level agreements (SLAs).
Analyze service metrics and retailer scorecards to identify trends and areas for improvement.
Provide weekly and monthly service performance updates to senior leadership.
Collaborate on forecasting and planning to ensure inventory availability and order accuracy.