Senior Customer Service Manager

About the role

Ellsworth Corporation, a global, industry-leading distributor of specialty chemicals and equipment and adhesive manufacturer, is seeking a Senior Customer Service Manager. This role reports into SCD, an Ellsworth Corporation company located in Germantown, WI, and is an on-site position with some hybrid flexibility. Ellsworth serves industries including cell phone, medical device, space/aerospace, and electric vehicle manufacturing.

Responsibilities

• Leads and develops a high-performing customer service team by driving performance management, coaching, and development of Supervisors, Customer Service Specialists, and/or Account Specialists.
• Sets and executes strategic direction aligned with company goals, fostering a culture of continuous improvement.
• Champions process optimization and innovation to elevate customer experience standards.
• Manages team performance to ensure Service Level Agreements (quotes, orders, return merchandise authorization (RMAs), expedites, order status requests) are met through a robust Visual Daily Management process.
• Models and reinforces Continuous Improvement practices to enhance quality, streamline processes, and strengthen customer experience.
• Creates and drives action plans to mitigate customer experience gaps and implements proactive plans to reduce recurrence and strengthen service quality.
• Builds strong relationships with internal teams (Sales, Purchasing, Operations, and Finance) and external customers to understand roadblocks and proactively drive continuous improvement initiatives.
• Serves as a subject matter expert (SME) across multiple topics and enhances team capability through the creation and delivery of training materials and initiatives.
• Implements and drives strategic initiatives that impact customer satisfaction through the Strategic Deployment process.
• Leads the team in close collaboration with Business Unit Manufacturing to ensure customer requirements are met, developing accurate quoting cost estimates, and supporting key manufacturing activities such as item card set-up, engineering change notices (ECNs), and bill of materials (BOMs)/Routings.

Qualifications

• 7+ years of Customer Service, Account Management, or Customer Success experience with 5+ years of Leadership Management experience.
• Bachelor’s degree in Business, Sales, Marketing, or a related area preferred.
• Experience with business tools such as SharePoint, MS Teams, Windows Operating Systems, and intermediate Excel skills (VLOOKUP, pivot tables, and reporting tools).
• Experience with ERP and CRM platforms such as Microsoft Dynamics preferred.
• Past history of building a strong team; experience with Project Management and awareness of Continuous Improvement methodologies.
• Demonstrated experience in developing team members.
• Prior experience in chemical adhesives and/or shelf-life products and demonstrated technical aptitude preferred.
• Superior attention to detail, polished communication and interpersonal skills, and strong organizational skills.
• Consistently demonstrates approachability with team members and is team-oriented.
• Leads by example in demonstrating Ellsworth Core Values.
• Able to drive team engagement, motivate a team, and maintain a positive attitude in a highly dynamic, fast-paced environment with continuous challenges.
• Excellent track record of taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
• Strong relationship-building skills with both internal and external customers.
• Proven track record of supporting sales in driving customer loyalty to increase revenue.
• Strong customer-first mentality.
• Strong ability to influence non-direct reports to remove obstacles and drive solutions.
• Strong sense of cradle-to-grave ownership of customer experience obstacles.
• Limited travel required—up to 15%.

Benefits

• Competitive wage and bonus plan.
• Comprehensive benefits package including:
  • Health, Prescription, Dental, and Vision insurance.
  • Life and Disability insurance.
  • Flexible Spending Account.
  • 401(k) retirement plan.
  • Employee Assistance Program.
  • Paid Time Off and Holidays.
• Wellness Program.
• Social Events and Community Involvement opportunities.