Customer Service - Manager

Join us at JSI! Manager of the Customer Service Team

Are you a customer-focused leader who enjoys building and developing high-performing teams while delivering exceptional service? We are looking for a Manager, Customer Service Team to lead our customer service operations in a fast-paced custom manufacturing environment.

In this role, you will guide a dedicated team that supports our customers with millwork, metal, refrigeration products, and related store fixture solutions. You’ll create a positive team culture, drive continuous improvement, and ensure every customer receives world-class support.

• Lead daily operations of the Customer Service Team, including training, coaching, team building, conflict resolution, and succession planning.
• Personally handle escalated customer inquiries and complex issues to deliver outstanding service.
• Set clear performance goals focused on order accuracy, response times, and resolution rates.
• Develop and maintain customer scorecards and metrics; regularly report insights to leadership.
• Oversee accurate and timely order entry, processing, and confirmation across all channels (phone, email, EDI, etc.) using ERP systems such as Macola or Visual.
• Collaborate closely with Operations, Manufacturing, Scheduling, and Shipping to prioritize customer needs and meet lead times.
• Manage order changes, cancellations, expedites, special requests, Return Goods Authorizations (RGAs/RMAs), credits, and replacements.
• Monitor multi-plant and drop-ship orders, coordinate with carriers, and resolve delivery issues.
• Assess training needs, conduct product training sessions, and drive continuous process improvements.
• Support team recognition initiatives and special projects as needed.

• Solid knowledge of manufacturing, distribution, or similar environments (experience with millwork, metal, or refrigeration products is a plus).
• Strong leadership and interpersonal skills with a collaborative, team-player mindset.
• Excellent verbal and written communication skills for working with customers, sales, production teams, and vendors.
• Superior organizational and time-management abilities; able to multi-task effectively in a fast-paced setting.
• High attention to detail and strong basic math skills.
• Proficiency with ERP systems (Macola, Visual, or similar), Excel, and standard business tools.
• Self-motivated attitude with a commitment to continuous improvement and team development.

• Monday – Friday, Day Shift (standard business hours)
• Onsite position

If you thrive on leading teams, solving customer problems, and working in a dynamic manufacturing environment, we encourage you to apply.

We are an equal opportunity employer and value diversity in our workforce.