Customer Service Manager

At Dexter, we manufacture and distribute axles, accessories, and towing components primarily serving the commercial trailer, RV, marine, agriculture, and manufactured housing markets. We’re building products and systems that are rooted in a culture of safety, collaboration, and innovation.

Headquartered in Elkhart, Indiana, Dexter has manufacturing and distribution locations throughout the U.S. and Canada. Employing state-of-the-art robotics, precision welding equipment, and automated machining processes, Dexter has achieved over 65 years of success through a commitment to the principles of superior quality, continuous improvement, and unparalleled customer service.

The Customer Service Manager is a key leadership role responsible for driving a high-performing Customer Service function that delivers a consistent, positive, and reliable customer experience. This role leads the Customer Service team, oversees pricing administration and inside sales support, and partners cross‑functionally to support operational execution, order accuracy, and customer satisfaction. The Customer Service Manager is accountable for team performance, process improvement, and aligning customer service activities with business objectives.

• Plan and organize daily customer service operations, including workload distribution, staffing needs, and service priorities.
• Ensure timely and accurate response to customer inquiries, order requests, and service issues in a high‑volume environment.
• Support and oversee order entry and order management activities to ensure accuracy, efficiency, and on‑time fulfillment.
• Monitor service levels, quality standards, and team performance to ensure customer and business expectations are met.
• Serve as the primary escalation point for complex or sensitive customer issues, ensuring timely resolution and clear communication.
• Review customer feedback, complaints, and service trends; assign follow‑up actions and ensure corrective and preventive measures are implemented.
• Partner with Operations, Sales, Finance, and other internal teams to resolve issues, improve workflows, and support business objectives.
• Coach, train, and develop Customer Service team members to build a high‑performing team.
• Identify and implement process improvements to enhance efficiency, reduce errors, and improve the overall customer experience.
• Perform other duties as assigned.

Directly supervises Customer Service employees. Carries out supervisory responsibilities in accordance with company policies and applicable laws, including interviewing, hiring, training, planning and assigning work, evaluating performance, recognizing performance, addressing corrective actions, and resolving employee issues.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below represent the knowledge, skills, and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Associate degree in Business or a related field required; bachelor’s degree preferred.

• Minimum of five (5) years of progressive customer service experience, including supervisory or people leadership responsibilities.
• Experience in a manufacturing or industrial environment preferred.
• Equivalent combinations of education and experience will be considered.

• Strong leadership, coaching, and team development skills.
• Excellent communication and interpersonal skills.
• Ability to manage multiple priorities in a fast‑paced environment.
• Strong problem‑solving and decision‑making capabilities.
• Proficiency with customer service systems, ERP systems, and standard office software.

• Dexter offers a competitive wage.
• Full benefits package including Health, Dental, Vision, Life, STD, LTD, FSA, HSA.
• 3% profit sharing in our Safe Harbor program.
• 401(k) Plan with company contributions.
• Opportunities for internal career development and growth.

Dexter is committed to attracting, developing, and retaining a highly qualified, dedicated workforce. We hire and promote individuals based on their qualifications, performance, and abilities.

It is the policy of the Company to provide equal opportunity to all qualified individuals without discrimination on the basis of race, ethnicity, national origin, gender, age, sexual orientation, disability, religion, veteran status, citizenship status or any other protected characteristic as outlined by applicable U.S. and Canada equal rights legislation protected by federal, state, province or local law.