Customer Service Manager

Customer Service Manager

Location: Grand Rapids, MI (Onsite)
Position Type: Full-Time

A growing, global manufacturer is seeking a Customer Service Manager to lead order fulfillment and customer support operations while delivering a best-in-class customer experience. This role is responsible for overseeing end‑to‑end order management, supporting logistics coordination, improving systems and processes, and leading a team of Customer Service Representatives.

This is a high‑impact leadership role ideal for someone who thrives in fast‑paced environments, enjoys problem‑solving, and is passionate about building strong teams and customer relationships.

• Oversee the full order lifecycle from receipt through delivery
• Ensure timely and accurate order processing
• Monitor inventory levels and collaborate with supply chain partners to address shortages
• Manage priorities for order and sample processing

• Oversee customer inquiries across multiple communication channels
• Track and prioritize customer issues to ensure timely resolution
• Partner cross‑functionally to resolve concerns and maintain high satisfaction
• Provide hands‑on support with escalations and workload balancing

• Coordinate outbound shipments to balance cost and service levels
• Work with warehouse and logistics partners to track delivery status and updates

• Maintain accurate customer and order data in ERP systems
• Manage forecasting and tracking tools to support business needs
• Identify and implement process and system improvements

• Lead, coach, and develop a team of Customer Service Representatives
• Support onboarding and training of new team members
• Conduct regular 1:1s, performance reviews, and development planning
• Foster engagement, accountability, and team performance
• Address performance concerns constructively when needed

• 5–7 years of experience in customer service, order management, or related roles
• Prior experience leading or supervising a customer service team
• Strong analytical and problem‑solving skills
• Proficiency in Excel and data analysis tools
• Experience with ERP, CRM, or order management systems preferred
• Knowledge of shipping and logistics best practices
• Strong communication and coordination skills across teams and time zones
• Ability to manage competing priorities in a fast‑paced environment

• Customer Satisfaction
• Order Processing Time
• Order Accuracy
• Return Rates
• Perfect Order Rate

• Bachelor’s degree preferred

• Leadership opportunity with meaningful business impact
• High visibility across operations and supply chain
• Ability to shape processes and improve customer experience
• Collaborative and growth‑oriented environment