Customer Service Manager

Responsibilities

• Deliver a best-in-class customer experience by ensuring prompt, professional, and accurate responses to customer inquiries across all communication channels.
• Lead, coach, develop, and performance-manage a high-performing team of Customer Account Coordinators, fostering a culture of customer focus, accountability, collaboration, and continuous improvement.
• Serve as the escalation point for complex customer concerns, driving timely resolution and maintaining strong customer relationships.
• Provide customers with product information, availability updates, lead times, and product recommendations to support their business needs.
• Monitor customer feedback, satisfaction trends, service levels, and operational performance to identify opportunities for improvement and implement corrective actions.
• Oversee the complete order-to-delivery process, ensuring efficient and accurate management of customer orders from purchase order receipt through shipment and delivery.
• Partner with Sales, Operations, Supply Chain, Logistics, Product Management, Engineering, and Finance to resolve issues, improve customer outcomes, and align service activities with business priorities.
• Develop and implement training programs that strengthen customer service capabilities, product knowledge, systems proficiency, and inside sales support skills while promoting continuous learning.
• Establish, monitor, and communicate customer service KPIs and service-level expectations; analyze performance data and prepare reports and recommendations for leadership.
• Conduct audits of processes, procedures, and service activities to ensure consistency, compliance, and operational effectiveness.
• Lead continuous improvement initiatives focused on enhancing customer experience, improving efficiency, reducing complexity, and increasing scalability through best practices, automation, and process optimization.
• Facilitate cross-functional problem-solving, business reviews, and strategic planning activities that drive operational excellence and organizational objectives.
• Identify opportunities to improve productivity, reduce costs, and maximize operational efficiency while maintaining service excellence.
• Ensure staffing levels, tools, and resources adequately support departmental goals and customer requirements.

Qualifications

• Bachelor’s degree in business administration, Management, Marketing, Communications, or a related field preferred.
• Equivalent combination of education and relevant customer service leadership experience may be considered.
• 5-8 years of customer service, customer support, account management, or inside sales experience.
• 2-5 years of direct leadership experience managing customer service representatives or a customer support team.
• Proven experience developing and improving customer service processes, metrics, and team performance.
• Experience working cross-functionally with Sales, Operations, Supply Chain, Manufacturing, and Finance.
• Experience handling customer escalations and resolving complex customer issues.
• Proficiency with CRM and ERP systems (e.g., SAP, Power BI, Zoho).