Senior Manager, Customer Service
Pelican•South Deerfield, MA
•$95,000 - $145,000•Onsite
About The Position
Pelican is seeking a strategic and people-focused Senior Customer Service Manager to lead and evolve our customer service organization in support of continued business growth. In this role, you’ll drive operational excellence, develop high-performing teams, and help shape the future of the customer experience through data-driven insights, process improvement, and strong cross-functional collaboration. This is an opportunity to make a real impact—leading teams, improving systems, and ensuring customers receive world-class support across every interaction.
Requirements
- Comprehensive knowledge of customer service and warranty procedures and policies.
- In-depth knowledge of company product and pricing structure.
- Proficient in computer software such as SAP, SalesForce, Microsoft Word, Excel and Power Point.
- Must have exceptional written, verbal communication, presentation and training skills.
- Training and experience in Lean/Six Sigma methodologies
- Training and experience in an ISO 9001 (2015) and/or ISO 14001 environment
- Experience with manufacturing
Responsibilities
- Lead, coach, and develop a high-performing Customer Service team across multiple functions and facilities
- Drive customer satisfaction and operational performance through data analytics, KPIs, and continuous improvement initiatives
- Partner cross-functionally with Operations, Sales, Marketing, Supply Chain, and Leadership teams to resolve issues and improve service delivery
- Act as the “Voice of the Customer,” identifying trends, opportunities, and solutions that improve the customer experience
- Develop and execute customer service strategies, workflows, and operational goals that support business growth
- Monitor team performance, resource allocation, call volume, and workflow efficiency to ensure service excellence
- Lead process improvement initiatives and help implement scalable systems and best practices
- Champion SAP initiatives and support development of procedures, documentation, and process standards
- Support budgeting, capacity planning, and operational forecasting efforts
- Build strong partnerships across the organization to improve communication, responsiveness, and collaboration
- Provide leadership and direction through change management and strategic initiatives
- Ensure compliance with applicable regulatory requirements including FAR, ITAR, and FCPA standards
- Lead large-scale customer service projects and continuous improvement initiatives
- Perform additional duties as assigned
Benefits
- Competitive paid time off plans
- Holiday pay
- extra vacation purchase opportunities
- 401k plan – with immediate match
- Health Savings Account Contribution
- Wellness Discount Program
- Global Mental Wellness Program
- Quarterly Employee Celebration Days
- Peer to Peer Recognition Program
- Service Recognition Program
- Amazing employee discount program on Pelican Products, Pelican branded apparel and gear
- Employee referral program
- Onsite Gym
- medical/dental/vision insurance
- company-paid life and disability plans
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
