Customer Service Manager

Responsibilities

• Owns performance management across assigned teams by setting expectations, coaching Supervisors and Team Leads in development, effectiveness, and accountability
• Ensures consistent achievement of service level agreements (SLAs) by overseeing team performance through strategic metrics and measurement frameworks across quotes, order processing, Return Material Authorizations (RMAs), expedites, and order status inquiries
• Maintains a positive customer experience and operational performance by monitoring customer experience and identifying risks, trends, and process gaps, leading cross-functional issue resolution and continuous improvement initiatives
• Partners with Supervisors to review quality results across orders, Customer Resource Management (CRM) cases, and calls to identify root causes and develop practical solutions for continuous improvement
• Reviews key performance indicators (KPIs) and implements countermeasures when results are off track, partnering with internal and external stakeholders to address operational roadblocks and elevate systemic issues

Qualifications

• 7+ years of professional customer service experience
• 3+ years of supervisor/management experience
• Bachelor’s degree preferred
• Proficient in Power BI, SharePoint, Microsoft Teams, and Windows, intermediate Excel, with advanced Enterprise Resource Planning (ERP) and CRM capabilities with a strong preference for experience in Microsoft Dynamics
• Demonstrated experience in building a team by developing talent, providing coaching and supporting growth across experience levels
• Awareness of and aptitude for continuous improvement (CI) methodologies, with a demonstrated track record of taking on new opportunities and challenges with urgency
• Prior experience in distribution or manufacturing involving chemical adhesives and/or shelf-life products, with demonstrated technical aptitude, preferred
• Superior attention to detail, polished communication and interpersonal skills, and strong organizational skills
• Ability to drive team engagement and motivation while remaining approachable and balancing empathy with accountability in a fast-paced environment
• Initiative and high energy while promoting professionalism, accountability and collaboration across teams
• Occasional travel - up to 15%