Role Summary

Job Description

We are seeking a proactive and experienced Customer Service Manager to lead our customer support team in a fast-paced manufacturing environment. The ideal candidate will be responsible for ensuring exceptional service delivery, managing customer relationships, and resolving issues efficiently. This role involves supervising daily operations, developing employees, implementing service strategies, and collaborating with internal departments to enhance the customer experience and support business goals. Strong leadership, problem-solving, and communication skills are essential.

Main Tasks

• Directly manage the customer service team
• Supervise the daily operations of the customer service department
• Ensure customers are highest priority
• Ensure requirements are communicated to manufacturing clearly and timely.
• Monitor shared inboxes
• Track and report out weekly KPI’s to Director
• Lead, coach and develop team members through training, performance feedback, etc.
• Identify process and/or performance gaps and drive continuous improvement for the team and customers
• Ensure processes are developed and followed for Customer Service activities including New Product Introductions, customer issue resolution, and delivery performance reporting and resolution.
• Interacting with customers and handling inquiries and complaints in a timely manner
• Work and collaborate alongside cross-functional departments including sales, finance, operations and logistics
• Be the “Voice of the Customer” to the entire organization.
• Ensure customer requirements are understood and met.
• Continuously look for ways to improve and enhance the overall customer experience
• Establish and manage the achievement of goals and objectives within the department.
• Key user for Sage and SAP ERP system
• Organize and lead training initiatives
• Stay up to date with customer promotions and sales initiatives
  
  

Your Profile

Education:

• Associates Required, Bachelor’s Degree preferred
  
  

Required Skills and Experience:

• Minimum 5 years of extensive Customer Service leadership or management with at least two years in manufacturing
• Has a passion for World Class Customer Service
• Can set direction and goals as well as manage a team to meet goals.
• Excellent leadership and interpersonal skills
• Proficiency in Microsoft Office programs, with the ability to run functions in Excel such as Vlookups and Pivot Tables
• Strong decision-making skills and the ability to problem solve
• Ability to communicate at all levels both verbally and written
• Self-motivated, energetic and has a flexible approach to work
• Ability to travel up to 15%