Customer Service Manager

Customer Service Manager
Position Summary
The Customer Service Manager is responsible for managing day-to-day customer service activities while directly supporting customers and leading the Customer Service team. This is a hands-on leadership role that balances customer interaction, order management, problem resolution, and team supervision to ensure a high level of customer satisfaction, accuracy, responsiveness, and operational efficiency.
The Customer Service Manager serves as both a working manager and team leader, actively handling key customer accounts, supporting escalated customer concerns, and coaching and developing Customer Service Representatives. This role works closely with Sales, Operations, Production, Supply Chain, Quality, and other internal teams to ensure customer needs are met and issues are resolved in a timely and professional manner.
Key Responsibilities
Customer Service and Account Support

• Process customer orders, quotations, and inquiries accurately and efficiently.
• Serve as the primary point of contact for key customer accounts and escalated customer concerns.
• Resolve issues related to orders, pricing, shipments, returns, product availability, delivery schedules, and other customer service matters.
• Maintain regular communication with customers regarding order status, delivery timing, changes, delays, and other relevant updates.
• Ensure customer requests are addressed promptly, professionally, and in accordance with company standards.
• Build and maintain positive working relationships with customers through timely follow-up, clear communication, and effective problem resolution.
• Support customer retention by ensuring consistent service quality and responsiveness.
• other duties as assigned

Team Leadership

• Supervise, support, and provide day-to-day direction to Customer Service Representatives.
• Provide training, coaching, feedback, and guidance to support employee performance and development.
• Monitor workload distribution to ensure adequate coverage and timely response to customer needs.
• Conduct performance evaluations and support employee development plans.
• Reinforce company expectations related to accuracy, professionalism, communication, responsiveness, and accountability.
• Foster a collaborative, customer-focused, and solutions-oriented team environment.
• Address performance or conduct concerns in partnership with Human Resources, as appropriate.

Operational Management

• Monitor order entry accuracy, response times, and other customer service performance metrics.
• Develop, document, and improve customer service procedures, workflows, and best practices.
• Coordinate with Sales, Operations, Production, Supply Chain, Quality, and other departments to resolve customer issues and support business needs.
• Assist with forecasting customer demand and identifying potential service or supply challenges.
• Identify opportunities to improve customer service processes, reduce errors, and improve communication across departments.
• Support effective communication between customers and internal teams to ensure customer requirements are understood and met.
• Escalate significant customer issues, service concerns, or operational risks to management as appropriate.

Reporting and Performance Monitoring

• Track and report key customer service metrics, including order accuracy, responsiveness, backlog, customer complaints, and service levels.
• Analyze customer trends, complaints, recurring issues, and service performance.
• Recommend corrective actions and continuous improvement initiatives.
• Prepare reports and updates for management as needed.
• Support management in evaluating customer service performance and identifying opportunities for improvement.

Qualifications
Education

• Associate's or Bachelor's degree in Business, Communications, Supply Chain, or a related field preferred.
• High school diploma / GED required
• An equivalent combination of higher education, training, and relevant experience may be considered.

Experience

• Minimum of five years of customer service experience required.
• Minimum of two years of supervisory, team lead, or people leadership experience required
• Experience in manufacturing, industrial products, distribution, or B2B customer service environment preferred.
• Experience working with ERP and CRM systems is required.

Skills and Competencies

• Strong customer relationship management skills.
• Proven ability to lead, coach, and develop team members.
• Excellent verbal and written communication skills.
• Strong organizational, prioritization, and multitasking skills.
• Ability to manage competing priorities in a fast-paced environment.
• Strong problem-solving, conflict-resolution, and decision-making skills.
• High attention to detail and accuracy.
• Ability to work cross-functionally with Sales, Operations, Production, Supply Chain, Quality, and other internal and external teams.
• High level of proficiency with Microsoft Office, including Excel.
• Ability to use ERP, CRM, order management, and customer service systems effectively.
• Professional judgment, discretion, and the…