Customer Service Manager

About the role

The Customer Service Manager drives excellence across customer service operations through leadership, structured processes, and continuous improvement. The role leads team development, customer experience programs, and operational execution while ensuring systems and technologies are effectively utilized to support customer and business outcomes. Working closely with Sales, Planning, Production, Inventory, and other functional teams, the Customer Service Manager ensures customer requirements are met while supporting scalable and standardized business practices aligned with future organizational growth.

Responsibilities

• Team Leadership & Development: Lead and develop a high-performing customer service team, creating a collaborative and customer-focused environment. Recruit, onboard, and develop team members to ensure capability aligns with current and future business needs. Establish performance expectations and objectives, providing coaching, mentoring, and ongoing feedback. Conduct regular performance discussions and development planning activities. Recognize and celebrate achievements while fostering accountability and continuous improvement. Promote a positive team culture that supports engagement, adaptability, and operational excellence. Ensure resources are appropriately structured and aligned to seasonal and operational demands.
• Customer Experience: Develop and champion customer experience strategies aligned with business objectives. Partner with cross-functional teams to improve customer journeys and overall customer satisfaction. Utilize the Net Promoter Score (NPS) process and associated metrics, identifying trends and improvement opportunities. Monitor and analyze customer feedback, satisfaction measures, retention metrics, and loyalty indicators. Prepare and communicate customer experience insights and recommendations to leadership teams. Develop and maintain customer service standards and operating guidelines to ensure a consistent customer experience. Promote customer-centric behaviors and best practices throughout the organization. Identify emerging customer experience trends and attend relevant industry events and forums to support continuous learning and innovation.
• Operational Effectiveness: Ensure the team provides proactive