Customer Service Manager

Position Summary

We are seeking an experienced and results-driven Manager of Customer Service to lead our customer service representative (CSR) team. This role is responsible for overseeing day-to-day operations of a mid-sized call center environment, developing and coaching a high-performing team, and driving exceptional customer experiences in a complex, engineered-to-order (ETO) manufacturing environment.

Essential Responsibilities

• Team Leadership & Performance Management

• Lead, coach, and develop a team of Customer Service Representatives in a call center environment of 15–25 agents

• Set clear performance expectations, conduct regular 1:1s, and deliver timely, constructive performance reviews

• Develop and implement training programs to improve product knowledge, order management proficiency, and customer communication skills

• Foster a positive team culture grounded in accountability, continuous improvement, and customer focus

• Call Center Operations

• Manage daily call center operations including staffing, scheduling, queue management, and escalation handling

• Monitor and analyze key performance metrics (AHT, FCR, CSAT, abandonment rate, SLA adherence) and drive improvement initiatives

• Develop and maintain standard operating procedures (SOPs) and call-handling guidelines

• Partner with IT and operations leadership on telephony platforms, CRM systems, and workforce management tools

• Engineered-to-Order Customer Support

• Serve as the customer-facing escalation point for complex order inquiries, including lead time, configuration changes, order status, and technical clarifications

• Collaborate closely with engineering, production planning, sales, and logistics teams to manage customer expectations and resolve order issues proactively

• Ensure CSRs are equipped to communicate order timelines, change order implications, and customization constraints clearly and accurately

• Champion process improvements that reduce order-related friction and improve on-time delivery communication

• Customer Experience & Continuous Improvement

• Own the customer satisfaction program including CSAT/NPS tracking, feedback analysis, and action planning

• Identify trends in customer complaints and order issues; surface root causes and drive cross-functional corrective actions

• Lead or support implementation of new tools, processes, or systems that improve CSR efficiency and customer experience

POSITION SPECIFIC COMPETENCIES

• People Leadership — inspires trust, develops talent, and holds teams accountable with consistency and fairness

• Customer Orientation — relentlessly focused on delivering a positive customer experience even in complex, technical situations

• Operational Discipline — manages metrics, processes, and systems with rigor and a continuous improvement mindset

• Cross-Functional Collaboration — builds strong relationships with engineering, operations, sales, and logistics to solve problems quickly

• Adaptability — thrives in dynamic environments with shifting priorities, order complexity, and evolving customer needs

Qualifications

• 5+ years of progressive customer service experience, with at least 2 years in a management or supervisory role

• Demonstrated experience managing teams in a mid-sized call center environment (15–50 agents)

• Background in an engineered-to-order, configure-to-order, or custom manufacturing business

• Strong understanding of order management lifecycles, including quoting, order entry, production coordination, and delivery

• Proven track record of building and developing high-performing customer service teams

• Proficiency with CRM and call center platforms (e.g., Salesforce, Zendesk, Five9, Genesys, or similar)

• Excellent written and verbal communication skills; able to translate technical details into clear customer-facing language

• Strong analytical skills with experience using call center metrics to drive performance and process improvements

Preferred Qualifications

• Experience in an industrial, machinery, packaging, capital equipment, or similarly technical product environment

• Familiarity with ERP systems (SAP, Oracle, Epicor, Infor, or similar) and order management workflows

• Bachelor’s degree in Business, Operations, Communications, or related field — or equivalent combination of education and experience

• Six Sigma, Lean, or other continuous improvement training a plus

Physical Requirements

• While performing the duties of this job, the employee is regularly required to stand for a minimum of 8 hours per day.

• The employee is frequently required to grasp, handle, and feel objects, control and manage tools, and use hands and arms.

• The employee is occasionally required to walk, stoop, kneel and crouch.

• The employee must occasionally lift and/or move up to 75 pounds.

WORK ENVIRONMENT

• While performing the duties of this job, the employee is regularly exposed to moving mechanical parts.

• The noise level in the work environment is usually moderate but at times loud.

• The employee is occasionally exposed to fumes or airborne particles.

Additional Information

nVenia is a packaging machinery manufacturing and service organization widely known to have the widest selection of packaging technology under one roof and is dedicated to providing our distributors and end-users the highest quality product and support.

nVenia brings Duravant packaging leaders Arpac, Hamer-Fischbein and Ohlson Packaging together to create next-level packaging equipment integration and innovation.

One name, in one location, with one shared focus: our customers and the problems we need to solve.