Customer Service Manager

Description

This position will oversee day to day operations and lead our client's customer service team with a focus on driving continuous improvement initiatives. This leader will play a key role in delivering an exceptional customer experience, optimizing internal processes, and building a high-performing, customer-focused team.

Key Responsibilities

+ Lead, coach, and develop a customer service team while fostering a high-performance and customer-first culture

+ Oversee daily customer service operations, including order processing, inquiries, and issue resolution

+ Manage and resolve customer concerns via phone and email, including escalated issues

+ Process and oversee RMAs, mis-shipments, and customer contract administration

+ Monitor and analyze key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction; implement improvements as needed

+ Collaborate cross-functionally with sales, operations, and supply chain to ensure seamless service delivery

+ Identify and implement process improvements to drive efficiency and enhance the customer experience

+ Develop and deliver training programs to support team growth and consistency in service standards

+ Support CRM/ERP system enhancements and digital transformation initiatives

+ Participate in hiring, onboarding, and ongoing development of customer service staff

+ Establish and maintain strong relationships with customers and key stakeholders

Requirements

Skills & Qualifications

+ Bachelor's degree in Business, Communications, or a related field preferred

+ 6+ years of customer service leadership experience, preferably within a manufacturing, supply chain, or distribution environment

+ Experience handling high-volume customer interactions in a B2B environment

+ Proficiency with CRM and/or ERP systems

+ Process improvement mindset (Lean or continuous improvement experience a plus)

+ Data-driven mindset with experience using metrics to guide decisions and improvements

+ Excellent communication, problem-solving, and conflict resolution skills

+ Ability to work cross-functionally and influence stakeholders at all levels

Compensation & Benefits

+ The targeted salary range for this position is $75-85K, bonus eligible (based on individual and company performance)

+ Full benefits package, 401K with company match after first year of employment

+ 3 weeks PTO + paid holidays

Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

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