Customer Service Manager

Location: Stanford Heights

Job Title:

Customer Service Manager

Summary:

In this role, you will manage support and develop Customer Service Representatives, ensuring the day-to-day execution of Customer Service operations; monitor team performance and contribute to a positive workplace. You will provide excellent customer service by leading and motivating the CS team, developing employee loyalty programs, and achieving customer satisfaction goals.

Please note that this role requires on-site presence five days per week, Monday through Friday.

May require working 7:00 am-4:00 pm and/or 8:00 am-5:00 pm.

May require flexibility to begin your day as early as 6:00 am based on business needs.

Responsibilities Include:

Customer Service Leadership Lead, coach, and develop a team of Customer Service Representatives.

Establish performance goals and monitor individual and team effectiveness.

Foster a customer-focused culture that emphasizes responsiveness, accountability, and continuous improvement.

Conduct performance reviews, training, and employee development activities.

Customer Relationship Management Serve as the primary escalation point for complex customer inquiries and issues.

Build and maintain strong relationships with key customers and internal stakeholders.

Ensure timely resolution of customer concerns while maintaining high satisfaction levels.

Partner with commercial teams to support customer retention and growth initiatives.

Order Management & Operational Excellence Oversee the complete order-to-cash process, including order entry, order fulfillment, delivery coordination, and issue resolution.

Ensure accuracy and compliance with company policies, procedures, and service standards.

Identify process inefficiencies and implement solutions to improve service levels and operational performance.

Support business continuity and customer communication during supply disruptions or service challenges.

Performance & Reporting Monitor key performance indicators (KPIs) such as:
Customer Satisfaction (CSAT), Order Accuracy, On-Time Delivery, Response and Resolution Times, Backlog Management and Service Level Performance.

Analyze trends and recommend corrective actions to improve customer experience and operational efficiency.

Prepare and present performance reports to leadership.

Cross-Functional Collaboration Work closely with Supply Chain, Manufacturing, Logistics, Sales, Finance, and Planning teams to ensure customer commitments are met.

Participate in business reviews, demand planning discussions, and continuous improvement initiatives.

Support implementation of new systems, processes, and technologies.

Qualifications:

The following are required for the role Bachelor’s degree and a minimum of 3+ years of relevant professional experience, or an equivalent combination of education and experience.

Strong business acumen with deep knowledge of the Order-to-Cash (O2C) process.

Advanced proficiency in SAP or comparable ERP systems.

Customer-focused mindset with demonstrated leadership experience in customer service or a related industry role.

Exceptional verbal and written communication skills.

Highly organized, detail-oriented, and able to adapt to changing priorities in a fast-paced, customer-oriented environment.

Demonstrated project management capabilities, strong analytical skills, and high IT/technology proficiency.

Excellent presentation skills and the ability to communicate effectively at all levels, both internally and externally.

High emotional intelligence and self-awareness, with strong interpersonal and influencing skills.

Proven ability to lead through influence (“soft power”) and manage senior-level stakeholders without direct reporting authority.

The following are preferred for this role3+ years of Customer Service leadership experience

Fluent in Spanish, both written and verbal.

Experience in the Chemical industry.

CI/Six Sigma /Lean Solid Project Management experience.#LI-AW1

What We Offer:

Base Pay Range: $69,800 - $102,300

The actual salary offered is determined by factors including but not limited to education, experience, skill sets, and geography. Local geographic pay differentials may not be reflected in the above pay range and will be discussed…