Customer Service Manager Jobs

About The Position

Requirements

• Five (5) or more years of progressive customer service experience, including leadership or management responsibility.
• Demonstrated success leading, coaching, and developing high-performing teams.
• Strong leadership, decision-making, conflict resolution, and employee coaching skills.
• Proven ability to analyze data, establish performance metrics, and drive continuous improvement.
• Excellent communication, interpersonal, and relationship-building skills with the ability to influence across all levels of the organization.
• Strong organizational and project management skills with the ability to manage multiple priorities in a fast-paced environment.
• Customer-first mindset with exceptional problem-solving and critical-thinking abilities.
• Experience developing policies, procedures, training materials, and process improvements.
• High proficiency in Microsoft Office, ERP systems, CRM platforms, and business reporting tools.
• Demonstrated ability to maintain confidentiality while exercising sound judgment and professionalism.

Responsibilities

• Lead, mentor, develop, and inspire a team of Customer Service Representatives while fostering a culture of accountability, collaboration, continuous improvement, and exceptional customer service.
• Recruit, interview, hire, onboard, and retain top customer service talent.
• Establish clear performance expectations, conduct regular coaching sessions, provide timely feedback, and complete performance evaluations that support employee growth and development.
• Develop employee capabilities through cross-training, career development planning, succession planning, and ongoing skills enhancement.
• Manage staffing levels, schedules, workload distribution, vacation coverage, and departmental resources to ensure business continuity and service excellence.
• Monitor daily departmental activity to ensure customer inquiries, quotations, orders, complaints, returns, and service requests are handled accurately, professionally, and within established service level expectations.
• Serve as the primary escalation point for complex customer concerns, partnering with internal departments to resolve issues quickly while strengthening customer relationships.
• Analyze customer trends, service metrics, order accuracy, response times, backlog, and customer satisfaction data to identify opportunities for improvement.
• Establish, monitor, and continuously improve departmental Key Performance Indicators (KPIs), service level agreements (SLAs), and quality standards.
• Conduct regular quality reviews of customer interactions including emails, phone calls, and other customer communications to ensure consistency, professionalism, and adherence to company standards.
• Develop and maintain departmental procedures, work instructions, knowledge base articles, and standardized processes to improve consistency, efficiency, and training effectiveness.
• Identify process improvement opportunities and lead initiatives that improve productivity, reduce errors, enhance the customer experience, and support company growth.
• Partner closely with Sales, Production, Engineering, Supply Chain, Shipping, Accounting, and other departments to ensure seamless communication and timely resolution of customer needs.
• Communicate product changes, pricing updates, policy revisions, and operational changes to the customer service team while ensuring understanding and compliance.
• Prepare, analyze, and present departmental performance reports, customer trends, staffing recommendations, and continuous improvement initiatives to senior leadership.
• Assist in developing departmental budgets and responsibly manage expenses while identifying opportunities to improve operational efficiency.
• Ensure compliance with company policies, quality standards, safety expectations, and applicable employment practices.
• Handle employee relations matters including coaching, corrective action, performance improvement plans, recognition, and employee engagement initiatives in partnership with Human Resources.
• Promote a positive, professional, and customer-focused culture that encourages teamwork, innovation, accountability, and ownership.
• Support organizational initiatives, technology implementations, system enhancements, and special projects that improve customer service operations.
• Remain current on industry best practices, emerging technologies, and customer service trends to continuously strengthen departmental performance.
• Build strong partnerships across departments to remove barriers, improve communication, and create a seamless customer experience from quote through shipment and post-sale support.
• Perform other duties and special projects as assigned.