Customer Service Manager

Key Responsibilities

• Lead, coach, mentor, and develop Customer Service personnel across multiple locations.
• Foster a culture of accountability, collaboration, customer focus, and continuous improvement.
• Conduct regular one-on-one meetings, performance reviews, coaching sessions, and development planning.
• Create consistency in processes, expectations, and service standards across all locations.
• Support succession planning and employee engagement initiatives.
• Partner with leadership to effectively manage organizational and process changes.
• Serve as a visible and accessible leader who actively supports the day-to-day success of the team.

Process Improvement, Standardization & Change Management

• Lead the evaluation, mapping, redesign, and optimization of customer service processes to improve efficiency, accuracy, scalability, and customer satisfaction.
• Develop, implement, and maintain standardized workflows, operating procedures, and best practices across all locations to ensure consistency and operational excellence.
• Drive continuous improvement initiatives focused on reducing errors, cycle times, manual processes, and overall cost-to-serve while enhancing service levels.
• Utilize performance metrics, data analysis, and root-cause problem-solving methodologies to identify trends, address recurring issues, and measure improvement outcomes.
• Partner with Sales, Operations, Finance, Logistics, and IT to identify and implement process improvements, automation opportunities, and cost-saving initiatives.
• Lead change management efforts related to process enhancements, organizational initiatives, and technology implementations, ensuring successful adoption and long-term sustainability.
• Foster a culture of continuous improvement by engaging employees in identifying opportunities, solving problems, and implementing sustainable solutions.

ERP Systems & Operational Excellence

• Serve as the business owner for Customer Service-related processes within the company's ERP environment.
• Leverage ERP system capabilities to improve visibility, workflow efficiency, and reporting.
• Partner with IT and business leaders to identify opportunities for automation and system enhancements.
• Support data integrity and process compliance across customer, pricing, and order management functions.
• Utilize reporting and analytics to drive informed business decisions and continuous improvement initiatives.

Logistics & Shipping Coordination

• Coordinate with Logistics, Warehousing, and 3rd party LTL and FTL carriers on ship dates, special shipping requirements, and priority orders.
• Monitor shipment status and communicate critical updates to customers, distributors, and internal stakeholders.
• Support exception handling for high-impact issues (e.g., missed shipments, urgent orders, service failures), while not directly managing daily dispatch, routing, or warehouse operations.
• Help standardize communication and processes to reduce manual follow-up and shipment errors.

Education / Qualifications / Experience

• Bachelor’s degree in Business, Supply Chain, Logistics, or a related field preferred (or equivalent experience).
• 8–10+ years of customer service, order management, inside sales, or customer operations experience within a manufacturing or distribution environment.
• 5+ years of progressive leadership experience managing customer service teams.
• Demonstrated success leading teams across multiple locations or remote environments.
• Experience implementing process improvements, standardization initiatives, and operational excellence programs.
• Proven ability to lead organizational change and drive adoption of new processes and systems.
• Experience working with large ERP platforms such as SAP, Oracle, JD Edwards, Microsoft Dynamics, Infor, or similar enterprise systems.
• Strong process mapping, workflow design, and continuous improvement experience.
• Excellent coaching, employee development, and team-building skills.
• Strong analytical, problem-solving, and decision-making capabilities.
• Advanced proficiency with Microsoft Excel and business reporting tools.
• Experience working cross-functionally with Sales, Operations, Logistics, Finance, Manufacturing, and IT.
• Experience in a multi-site manufacturing environment strongly preferred.

Benefits

• Competitive salary and comprehensive benefits program.
• Medical, Dental, and Vision Insurance (generous employer contribution).
• Employer-paid Life, Short-term, and Long-term Disability Insurance.
• 401(k) with employer match and immediate vesting.
• Paid Time Off (PTO) and company holidays.
• Professional development and growth opportunities.