National Customer Service Manager

WEST MUSIC CO INC•Coralville, IA

3d•Onsite

About The Position

The National Customer Service Manager provides day-to-day leadership and direct supervision for Customer Service Associates (CSA) and Customer Service Representatives (CSR), with responsibility for coaching, development, performance, and accountability. As a key leader within the National Business Unit, this role supports a consistent and exceptional customer experience by providing expertise and guidance on customer service practices, processes, and complex customer situations and helping strengthen how the business unit works together to serve its customers.

Requirements

Associate or bachelor’s degree in business, education, communications, music, or a related field preferred; equivalent relevant experience considered.
Customer service experience, preferably within West Music’s National Business Unit or a comparable educational, institutional, retail, or B2B environment.
Demonstrated ability to coach, train, and lead others; direct people-management experience preferred.
Strong communication, organization, problem-solving, and customer service skills, including the ability to manage multiple priorities and complex customer situations.
Proficiency with CRM, order-management, communication, and reporting systems.
Knowledge of elementary general music products and customers, or the ability to develop strong product and customer knowledge.

Responsibilities

Directly supervise CSA and CSR associates, providing clear expectations, regular one-on-one meetings, coaching, feedback, and accountability.
Develop associates’ customer service, communication, problem-solving, organizational, and professional skills and support onboarding and ongoing training.
Partner with the Director of Customer Service on staffing, performance, training, and associate development needs.
Foster a team environment centered on accountability, collaboration, continuous learning, and exceptional service.
Oversee West Music’s frontline digital customer service intake and triage function, ensuring inquiries are effectively handled or routed for timely follow-up.
Coordinate Customer Service staffing schedules and designated service and order-processing assignments, including shared National Business Unit responsibilities such as chat and purchase order processing.
Oversee customer service channels and workflows to support timely, accurate, professional, and consistent customer interactions and follow-up.
Serve as an escalation resource for complex or sensitive National customer concerns, taking ownership as appropriate and engaging additional resources when needed.
Provide hands-on customer service and order-processing support as business needs require.
Partner with the Director of Customer Service to maintain and use relevant performance measures and KPIs to evaluate performance and identify opportunities for improvement.
Maintain procedures, training resources, service guidelines, and other documentation supporting effective customer service.
Support effective use and improvement of the company’s CRM and related customer service tools, workflows, templates, and reporting.
Identify and help implement service process and workflow improvements that increase efficiency, consistency, accuracy, and customer satisfaction.
Collaborate with Bids, Sales, Accounts Receivable, Fulfillment, and other teams to resolve customer needs and support effective service processes.
Support international customers with claims, returns, and shipping discrepancies.
Coordinate carrier claims and related follow-up, including proof-of-delivery requests and denied or unpaid claims.
Participate as an active member of the National Business Unit Leadership Team, contributing to annual and quarterly planning, weekly L10 meetings, business unit priorities, and Rocks.
Bring customer experience, service trends, and operational insights to business unit decision-making and serve as a resource on customer service practices, processes, and complex customer situations.
Collaborate with National Business Unit leaders to strengthen processes and how the business works together to serve its customers.