Customer Service Manager

Responsibilities

• Lead, coach, and develop a team of Customer Service Representatives.
• Establish performance goals and monitor individual and team effectiveness.
• Foster a customer-focused culture that emphasizes responsiveness, accountability, and continuous improvement.
• Conduct performance reviews, training, and employee development activities.
• Serve as the primary escalation point for complex customer inquiries and issues.
• Build and maintain strong relationships with key customers and internal stakeholders.
• Ensure timely resolution of customer concerns while maintaining high satisfaction levels.
• Partner with commercial teams to support customer retention and growth initiatives.
• Oversee the complete order-to-cash process, including order entry, order fulfillment, delivery coordination, and issue resolution.
• Ensure accuracy and compliance with company policies, procedures, and service standards.
• Identify process inefficiencies and implement solutions to improve service levels and operational performance.
• Support business continuity and customer communication during supply disruptions or service challenges.
• Monitor key performance indicators (KPIs) such as: Customer Satisfaction (CSAT), Order Accuracy, On-Time Delivery, Response and Resolution Times, Backlog Management and Service Level Performance.
• Analyze trends and recommend corrective actions to improve customer experience and operational efficiency.
• Prepare and present performance reports to leadership.
• Cross-functional collaboration with Supply Chain, Manufacturing, Logistics, Sales, Finance, and Planning teams to ensure customer commitments are met.
• Participate in business reviews, demand planning discussions, and continuous improvement initiatives.
• Support implementation of new systems, processes, and technologies.

Qualifications

• Bachelor’s degree and a minimum of 3+ years of relevant professional experience, or an equivalent combination of education and experience.
• Strong business acumen with deep knowledge of the Order-to-Cash (O2C) process.
• Advanced proficiency in SAP or comparable ERP systems.
• Customer-focused mindset with demonstrated leadership experience in customer service or a related industry role.
• Exceptional verbal and written communication skills.
• Highly organized, detail-oriented, and able to adapt to changing priorities in a fast-paced, customer-oriented environment.
• Demonstrated project management capabilities, strong analytical skills, and high IT/technology proficiency.
• Excellent presentation skills and the ability to communicate effectively at all levels, both internally and externally.
• High emotional intelligence and self-awareness, with strong interpersonal and influencing skills.
• Proven ability to lead through influence (“soft power”) and manage senior-level stakeholders without direct reporting authority.

What We Offer

• Base Pay Range: $69,800 - $102,300
• Additional time off with years of service.
• 401k savings plan with 5% employer match plus additional contribution based on years of service.
• Student debt pay-off program.
• Professional development programs and courses.
• Wellness programs and financial education.