Customer Service Manager
About The Position
New Wire Marine is a fast-growing, innovative company on a mission to design, build, and deliver custom boat dash and switch panels-along with a wide range of other high-quality marine components. Every day, we balance one-of-a-kind creative projects with repeat OEM production, proudly serving boat owners, service shops, and OEMs worldwide. Who We're Looking For: We're looking for a Customer Service Manager who is passionate about leading a team and delivering an outstanding customer experience. This role requires someone who enjoys solving problems, can manage day-to-day operations, and thrives in a fast-paced, team-oriented environment. Experience with marine wiring or 12V systems is a plus-but a strong background in customer service leadership is a must. You'll lead and support our Customer Support team, work cross-functionally with production and shipping, and help maintain the high level of service our customers expect.
Requirements
- 3+ years of experience in customer service, with at least 1 year in a supervisory or management role is preferred
- Strong leadership and communication skills with a hands-on, problem-solving mindset
- Tech-savvy and comfortable using CRM or help desk systems
- A customer-first attitude with a drive to improve service and support
Nice To Haves
- Experience in the marine, manufacturing, or electrical industry is a plus
- Familiarity with 12V systems or marine electronics is highly desirable (or interest in learning)
Responsibilities
- Lead, coach, and develop a small but growing team of customer support representatives
- Monitor and manage customer interactions via phone, email, and in-person to ensure timely, professional responses
- Resolve escalated customer issues, including product concerns, returns, warranties, and order discrepancies
- Support basic troubleshooting of 12V marine electrical systems (training provided)
- Oversee key customer service metrics (response time, satisfaction scores, etc.) and present findings regularly
- Work closely with production and shipping teams to ensure smooth fulfillment and customer communication
- Continuously improve processes, SOPs, and team efficiency
- Assist with hiring, onboarding, and training of new CS team members
Benefits
- Competitive pay, with bonus opportunities after your first year
- Excellent benefits package including medical, dental, vision, and life insurance
- 401(k) plan with 4% company match after 1 year
- 3 weeks (120 hours) of paid time off in your first year, plus 6 paid holidays
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
