Customer Service Manager

Overview

The Customer Service Manager is a key leadership role responsible for driving a high-performing Customer Service function that delivers a consistent, positive, and reliable customer experience. This role leads the Customer Service team, oversees pricing administration and inside sales support, and partners cross-functionally to support operational execution, order accuracy, and customer satisfaction.

Essential Duties And Responsibilities

• Plan and organize daily customer service operations, including workload distribution, staffing needs, and service priorities.
• Ensure timely and accurate response to customer inquiries, order requests, and service issues in a high-volume environment.
• Support and oversee order entry and order management activities to ensure accuracy, efficiency, and on-time fulfillment.
• Maintain service levels, quality standards, and team performance to ensure customer and business expectations are met.
• Serve as the primary escalation point for complex or sensitive customer issues, ensuring timely resolution and clear communication.
• Review customer feedback, complaints, and service trends; assign follow-up actions and ensure corrective and preventive measures are implemented.
• Partner with Operations, Sales, Finance, and other internal teams to resolve issues, improve workflows, and support business objectives.
• Coach, train, and develop Customer Service team members to build a high-performing team.
• Identify and implement process improvements to enhance efficiency, reduce errors, and improve the overall customer experience.
• Perform other duties as assigned.

Qualifications

• Associate degree in Business or a related field required; bachelor’s degree preferred.
• Minimum of five (5) years of progressive customer service experience, including supervisory or people leadership responsibilities.
• Experience in a manufacturing or industrial environment preferred.
• Strong leadership, coaching, and team development skills.
• Excellent communication and interpersonal skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving and decision-making capabilities.
• Proficiency with customer service systems, ERP systems, and standard office software.