The Customer Service Manager leads and develops a team of Customer Service Representatives for two product lines to ensure exceptional customer satisfaction within a fast-paced manufacturing environment.

Position Summary

The Customer Service Manager leads and develops a team of Customer Service Representatives for two product lines to ensure exceptional customer satisfaction within a fast-paced manufacturing environment. This role is responsible for overseeing order management, customer communication, issue resolution, and coordination between operations, shipping, warehousing, sales, and supply chain to meet customer expectations and support operational efficiency.

Key Responsibilities

Team Leadership & Development

• Supervise, mentor, and evaluate a team of Customer Service Representatives.
• Provide coaching, training, and performance feedback to support employee growth.
• Develop team schedules, assign workloads, and ensure adequate coverage.

Customer Support & Relationship Management

• Serve as the primary escalation point for complex customer issues, complaints, and order inquiries.
• Build and maintain strong relationships with customers, ensuring clear communication and timely updates.
• Ensure customer requirements (specs, delivery needs, documentation, etc.) are accurately captured and communicated internally.

Order Management & Coordination

• Oversee the entire order lifecycle from entry to delivery, ensuring accuracy and timeliness.
• Collaborate closely with operations, supply chain, warehousing, shipping, and sales to resolve order delays or changes.
• Monitor order status, backlogs, and lead times; proactively communicate updates to customers.

Process Improvement

• Identify gaps or inefficiencies in customer service processes and lead improvement initiatives.
• Develop and maintain standard operating procedures (SOPs) for the customer service team.
• Develop metrics and implement strategies to improve response time, order accuracy, and customer satisfaction.

Reporting & Administration

• Prepare regular reports on customer service metrics, team performance, and service trends.
• Manage customer account data, pricing updates, and documentation within ERP/CRM systems.
• Participate in ERP conversion related to order entry
• Ensure compliance with company policies, quality standards, and industry requirements.

Additional Responsibilities

• Perform other duties as assigned; responsibilities may be modified or expanded as business needs evolve, and this job description is not intended to be an exhaustive list of all duties.

Qualifications

Required

• Bachelor’s degree in Business Administration, or similar field; or equivalent experience.
• 10+ years of customer service experience, preferably in manufacturing or industrial environments.
• 5+ years of leadership or supervisory experience.
• Demonstrated experience streamlining order entry process
• Strong knowledge of order management and ERP systems and experience transitioning an organization to a new ERP (e.g., Quickbooks, Sage).
• Excellent communication, problem-solving, and organizational skills.
• Experience working with sales, operations, supply chain, warehousing, and shipping departments.

Key Competencies

• Leadership & team development
• Customer focus
• Cross-functional communication
• Process orientation
• Conflict resolution
• Attention to detail
• Data-driven decision-making