Customer Service Manager | Manufacturing | SAP Required

Richmond, IN (Hybrid after onboarding)

We're partnering with a well-established manufacturing company to identify a Customer Service Manager who is passionate about leading people, improving processes, and creating an exceptional customer experience.

This is a highly visible leadership role overseeing a team of 11 customer service professionals. You'll work closely with senior leadership, including the VP of Sales, to help transform the customer service organization into a more proactive, customer-focused team.

What You’ll Do

• Lead, coach, and develop a team of 11 customer service professionals.
• Drive process improvements and elevate the overall customer experience.
• Partner cross-functionally with Sales, Operations, and executive leadership.
• Evaluate team structure, identify development opportunities, and ensure employees are positioned for success.
• Manage customer escalations and serve as a resource for complex situations.
• Foster a culture centered around accountability, responsiveness, continuous improvement, and collaboration.

What We’re Looking For

• Previous leadership experience managing customer service teams within a manufacturing environment.
• SAP experience is required.
• Proven success leading change, improving processes, and developing high-performing teams.
• Strong coaching and people leadership skills with the ability to hold teams accountable while supporting employee growth.
• Comfortable working in a collaborative, cross-functional environment.

Why This Opportunity?

• High-impact leadership position with strong executive visibility.
• Direct partnership with the VP of Sales and senior leadership.
• Opportunity to make a lasting impact on the customer experience and overall business.
• Clear path for future career growth.
• Annual Bonus:
  15-20%
• Hybrid schedule after onboarding (approximately two days per week remote).
• Full Benefits
• 401k
• PTO

Onboarding: The first 4-6 months will be spent onsite to learn the business, build relationships, and immerse yourself in the company's operations before transitioning to a hybrid schedule.