Customer Solutions Manager

Job Purpose

Customer Solutions Manager leads the execution of operational processes, resolves escalated issues from the Customer Solutions Coordinator, and supports departmental efficiency by managing KPIs, workflows, and troubleshooting technology tools. This role ensures timely resolution of team-level issues, supports cross‑functional collaboration, and drives the implementation of process improvement initiatives in alignment with strategic directives from the Director.

• Manage the daily execution and resolution of operational issues, escalating only when systemic or strategic action is required.
• Oversee team‑level performance by monitoring KPIs, generating reports, and initiating corrective actions.
• Coordinate and optimize cross‑departmental workflows and communications.
• Support the Director by implementing new SOPs, tools, and processes within the team.
• Supervise and develop team members by setting clear goals, providing coaching, and conducting performance evaluations.
• Administer RJW Forms and Power Automate workflows to support operational efficiency.
• Maintain and enhance workflow effectiveness in Front through the creation and management of rules, tags, and macros.
• Conduct root cause analysis on recurring issues and assist in developing operational improvements.
• Support hiring, onboarding, and staffing adjustments for the Coordinator team.
• Serve as an internal point of contact for issue triage and resolution within standard operating boundaries.

• Excellent verbal and written skills.
• Knowledge and ability to enter data in Logistics software.
• Excellent problem‑solving and resolution skills.
• Ability to work under pressure situations.
• Ability to multi‑task; detail oriented.
• General office management experience.

• 1‑3 year related experience.

• High School education required.
• College or some college preferred.

• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, and customers.

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Ability to determine "root cause" of problem and determine corrective action.

• Knowledge of Business Operating Systems, Internet software, Word Processing, and Spreadsheet software.

• Must be able to occasionally lift and/or move up to 25 pounds.
• Must be able to activate phone systems utilizing keyboards and buttons.
• Must be articulate and comfortable speaking in front of others.
• Regularly works in an indoor/office environment and required to sit and/or use repetitive hand motion.
• Frequently required to talk, hear, stand and walk.
• Must be able to work in excess of continuous 8 hours when required.
• Must be able to work under stressful situations, have good cognitive skills, maintain work accuracy, and the ability to concentrate on more than one task at a time.
• Must have the ability to read and discern visual images on a variety of media with 20/20 corrected vision.
• Must be able to speak and communicate clearly over telephones.
• Must be in sound physical health as determined by a certified licensed physician with no evidence of the use of controlled substances.

Office environment.

• Become a co‑owner of the company and take pride in knowing your hard work directly contributes to your own financial growth and the company's prosperity.
• Enjoy the potential for increased earnings through share appreciation.
• Feel a deeper connection and commitment to your work as you become an integral part of the company's journey and success story.
• Join a community of like‑minded individuals who are equally invested in the company's mission and vision, fostering a…