Customer Service Manager

Job Title: Customer Experience Manager

Industry: Manufacturing / Specialty Coatings / Specialty Chemicals

Employment Type: Direct Hire

Compensation: $100,000-$120,000 base

Work Arrangement: Fully Onsite (Monday–Friday, 8:00am–5:00pm)

Location: Onsite – Apex, NC

About Our Client:

Addison Group is partnering with a global specialty manufacturing organization that is restructuring its customer service function. This role will oversee customer service operations at the Apex, NC site and manage a small onsite team.

The client is seeking a confident, customer-focused leader with strong manufacturing experience who thrives in a fast-paced, high-touch environment and brings a proactive, solutions-oriented approach to customer service leadership.

Job Description:

The Customer Experience Manager is a customer-facing leadership role responsible for managing customer service operations and serving as the primary escalation point for customer and sales issues. This individual will lead a team of Customer Service professionals and partner closely with sales, logistics, and operations.

This is a relationship-driven role within an onsite manufacturing and technical environment — not a call center or transactional setting.

Key Responsibilities:

• Lead and manage customer service staff
• Serve as escalation point for customer complaints and service issues
• Oversee order entry and accuracy in SAP
• Maintain customer master data and service KPIs
• Coordinate logistics, inventory, and delivery execution
• Manage third-party logistics (3PL) performance
• Resolve quality issues tied to production or logistics
• Build and maintain strong customer relationships
• Drive continuous improvement across service processes

Qualifications:

• 10+ years of customer service leadership experience
• Manufacturing or similar operational environment background
• Prior people management experience (required)
• Strong order entry and escalation management experience
• SAP experience required
• Proficiency in Microsoft Office (Excel, Power BI preferred)
• Bachelor’s degree preferred or equivalent experience

Ideal Candidate Profile:

• Highly customer-centric and service-oriented
• Confident, calm, and composed under pressure
• Proactive, solutions-focused, and not reactive
• Strong communicator and relationship builder
• High ownership, accountability, and urgency
• Thrives in a fully onsite, fast-paced environment

Addison Group is an Equal Opportunity Employer.

Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. Reasonable accommodations are available for qualified individuals with disabilities, upon request.