Customer Service Manager

Customer Service Manager – Full-Time Location: Wilmington, MA Salary: $120,000–$130,000 annually Schedule: Monday–Friday, 8:00 AM–5:00 PM Work Arrangement: Primarily Onsite Employment Type: Full-Time, Permanent About The Opportunity The Nagler Group is partnering with a well-established, industry-leading industrial distribution company in Wilmington, MA, seeking an experienced Customer Service Manager to lead and develop a high-performing customer service team. This is an excellent opportunity for a data-driven, process-oriented leader who thrives in a fast-paced, technical environment and enjoys developing teams, improving operational efficiency, and delivering exceptional customer service. The ideal candidate will bring strong leadership experience, a background in high-volume order management, ERP systems expertise, and a demonstrated ability to establish KPIs, streamline workflows, and implement process improvements. Key Responsibilities Lead, mentor, and develop a customer service team of approximately 9 employees, fostering accountability, collaboration, and professional growth. Oversee daily customer service operations, ensuring accurate and timely order entry, processing, and customer responsiveness. Establish, monitor, and report key performance indicators (KPIs), including order accuracy, turnaround times, backlog, productivity, and customer satisfaction. Develop, document, and implement standard operating procedures (SOPs), work instructions, and training materials. Analyze operational data to identify trends, improve efficiency, and drive continuous improvement initiatives. Manage high-volume order processing across an extensive catalog of technical products and SKUs. Utilize ERP systems to monitor workflow, improve order accuracy, and support operational reporting. Identify opportunities to streamline processes, reduce errors, and enhance the overall customer experience. Provide coaching, cross-training, and ongoing performance feedback to team members. Partner closely with Sales, Operations, Supply Chain, and Finance to ensure seamless order fulfillment and customer support. Review and approve customer requests in accordance with company policies and quality standards. Promote a customer-focused culture emphasizing accuracy, responsiveness, and operational excellence. Qualifications 5+ years of experience in customer service, order management, inside sales, or a related operational function. 2+ years of supervisory or management experience leading customer service or order management teams. Experience managing high-volume order entry and complex product catalogs with numerous SKUs. Strong ERP systems experience and proficiency with Microsoft Office, particularly Excel. Demonstrated experience developing, tracking, and analyzing KPIs and operational performance metrics. Proven ability to create SOPs, improve workflows, and implement process improvements. Strong analytical, problem-solving, and critical-thinking skills. Excellent leadership, communication, and team-development abilities. Ability to collaborate effectively across departments and manage competing priorities. Strong attention to detail and commitment to accuracy, quality, and customer satisfaction. Experience within industrial distribution, manufacturing, technical products, or supply chain environments strongly preferred. Bachelor's degree in Business, Operations, or a related field preferred. Please email lmanning@naglergroup.com if interested in applying. TNG123