Manager, Customer Service

Description

The Manager, Customer Service oversees a team of specialists dedicated to delivering exceptional service and strengthening customer relationships. This role is responsible for managing daily departmental operations, developing talent, and building customer-centric strategies aligned with company objectives. With a focus on continuous improvement, the Manager identifies service trends, drives process enhancements, and partners cross-functionally to ensure a consistent and elevated customer experience.

This leader plays a critical role in advancing our Responsible Care goals while fostering a collaborative, performance-driven culture.

• Lead, coach, and develop the customer service team, ensuring high levels of engagement, productivity, and professional growth.
• Monitor day-to-day operations to ensure accurate and timely handling of all customer inquiries, orders, escalations, and special requests.
• Establish and track KPIs related to service quality, order accuracy, response time, and customer satisfaction; provide actionable insights.
• Collaborate closely with Sales, Operations, and Supply Chain teams to resolve issues, align priorities, and streamline information flow.
• Represent the department in internal and external meetings, advocating for customer needs and contributing strategic input.
• Handle escalated customer issues, providing guidance and resolution while identifying root causes and systemic fixes.
• Drive process improvements that elevate service levels, reduce errors, and increase team efficiency.
• Lead team meetings, training sessions, and one-on-one check-ins to ensure alignment and performance accountability.
• Contribute to system enhancements or service model upgrades by offering customer service perspective and testing support.
• Maintain compliance with industry regulations, customer-specific protocols, and company policies including Responsible Care standards.
• Support talent acquisition, onboarding, and succession planning for the Customer Service department.

• Bachelor's Degree in Business, Communications, or related field preferred.
• Minimum 5–7 years of experience in customer service or account management, with at least 2 years in a leadership role.
• Proven ability to coach and inspire teams, manage performance, and drive results in a service-driven environment.
• Advanced analytical, organizational, and conflict-resolution skills.
• Ability to communicate effectively across all levels of the organization and with external stakeholders.
• Experience leading projects or service transformations preferred.

These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the job. Reasonable accommodation can be made to enable people with disabilities to perform the described essential job functions. While performing the responsibilities, the employee is required to talk and hear. The employee is often required to sit and use their hands and fingers, to handle or feel and to manipulate keys on a keyboard.

The employee is occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl. Vision abilities required by this job include close vision.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.