Customer Service Manager

About the role

The Customer Service Manager is responsible for leading the daily customer service and inside sales support operations for CRTG's industrial plastics distribution business. This role ensures exceptional customer service while driving operational efficiency, order accuracy, and continuous improvement across all customer-facing processes.

Responsibilities

• Lead, coach, and develop the Customer Service team.
• Establish performance expectations, service standards, and departmental KPIs.
• Conduct employee training, performance evaluations, and ongoing coaching.
• Foster a culture focused on customer satisfaction, accountability, teamwork, and continuous improvement.
• Adequately staff and balance workload to meet customer expectations.
• Oversee daily order entry, order maintenance, and order processing activities.
• Safeguard customer orders' accuracy, prompt release, and fulfillment according to customer requirements.
• Maintain high levels of customer communication throughout the order lifecycle.
• Manage quote preparation and follow-up activities.
• Ensure pricing accuracy and compliance with company policies.
• Collaborate with sales representatives to provide timely and competitive quotations.
• Maintain high levels of customer communication and satisfaction through proactive follow-up.
• Develop and maintain standardized customer service processes and best practices.
• Identify opportunities to improve workflow efficiency, order accuracy, and customer response times.
• Maintain departmental metrics including: Order accuracy, Quote turnaround time, On-time order processing, Customer response times, Customer satisfaction.
• Utilize reporting to identify opportunities for operational improvements.
• Ensure compliance with company policies, pricing procedures, and quality standards.
• Maintain accurate customer records and documentation.
• Support audit requirements and internal controls related to order processing.
• Promote safe and ethical business practices throughout the department.

Qualifications

• Bachelor's degree in Business, Operations Management, Supply Chain, or related field preferred.
• 5+ years of experience in industrial distribution, industrial plastics, manufacturing, or customer service management.
• 3+ years of leadership or supervisory experience.
• Strong understanding of industrial distribution processes including quoting, order entry, inventory, and customer support.
• Experience working with Microsoft Dynamics 365 Business Central, Salesforce CRM, Microsoft Office, and reporting tools.
• Excellent leadership, communication, organizational, and problem-solving skills.
• Demonstrated ability to manage multiple priorities in a fast-paced environment.
• Strong analytical and decision-making abilities.
• Commitment to delivering outstanding customer service.

Preferred Experience

• Industrial plastics or piping systems distribution.
• Industrial PVF, fluid handling, or process equipment distribution.
• Customer service management within B2B industrial distribution.
• ERP implementation or process improvement initiatives.
• Leverage of lean or continuous improvement methodologies.

Core Competencies

• Customer Focus
• Leadership & Team Development
• Communication
• Operational Excellence
• Problem Solving
• Process Improvement
• Collaboration
• Accountability
• Time Management
• Decision Making
• Attention to Detail
• Business Acumen