Customer Service Manager

Job Overview

We are Cleveland! Cleveland Range, a leading manufacturer and designer of steam cooking equipment, has a long and proud history of serving the food service industry with quality and innovative cooking devices. This role is for a Customer Service Manager who will drive a customer‑focused, responsive attitude across Cleveland’s market, managing challenges and opportunities through a process‑focused approach.

• Foster communication with the production scheduling team to ensure orders are entered and processed timely.
• Develop and maintain meaningful metrics; set strategic direction for the team aligned with company objectives.
• Lead customer service teams in executing sales order entry and order management to meet business requirements and individual/team goals.
• Provide support and issue resolution for best‑in‑class customer service, escalating unresolved concerns as needed.
• Collaborate with cross‑functional teams (e.g., shipping and warehouse) to identify process improvements and optimize customer experience.
• Plan, direct, supervise, train, and motivate Customer Service Teams.
• Identify and resolve customer concerns to drive a customer‑centric culture.
• Ensure the execution of sales order entry and order management meets all business requirements including headcount, budget, accuracy, cost, responsiveness, and timely resolution.
• Foster a continuous improvement culture to streamline activities and enhance the customer experience through automation and waste elimination.
• Operate in a manner that aligns with the Company Core Values.

• High sense of best‑in‑class customer service and the personality to help others.
• Flexible and willing to adjust solutions and working hours to meet customer expectations with a strong sense of urgency.
• Excellent organizational and interpersonal skills with the ability to connect and communicate with different audiences.
• Strong knowledge of Cleveland products, Logistics processes, and QADEE/ERP systems preferred.
• Proficient in Microsoft Office (Outlook, Excel, Word, PowerPoint, Teams).

The salary range for the role is $80,000 – $100,000 per year. The Customer Service Manager is a salaried exempt role.

• Competitive wage
• Healthcare (medical, dental, vision)
• 401(k) savings plan
• Wellness Program
• Supplemental Health Plans
• Employee Assistance Program
• Training and Development
• Tuition Assistance
• Holiday Pay opportunities
• Employee discounts
• Paid Time Off (PTO)
• On‑the‑job training and skills development
• Basic Life Insurance
• Leave Program