Customer Service Manager

Job Description Leadership and Team Management

• Responsible for the day-to-day operations of the customer service team.
• Hire, coach, and develop direct reports to ensure consistent execution and performance.
• Contribute to departmental strategy development and lead execution against strategic priorities.
• Develop and mentor team members to prepare them for new roles in the organization.
• Support the team through transitions and assist with day to day workload.
• Reinforce a positive and supportive day-to-day team environment.
• Lead team participation in system testing, enhancements, and cross-functional projects.
• Ensure effective onboarding and training of new employees.
• Maintain working knowledge of reporting tools, including AFO / BI reporting, to support data-driven decision‑making.

• Establish Service Level Agreements (SLA) and Key Performance Indicators (KPI) for team and individual team members.
• Lead business process and performance review. Analyze results to develop and implement plans for continuous improvement.
• Connect operational performance to broader business outcomes by identifying opportunities that improve consumer satisfaction, repeat purchase behavior, and overall experience.
• Help develop and maintain a scalable resource model that supports fast growth while protecting consumer experience and service quality.
• Partner with cross‑functional stakeholders to ensure processes and systems are designed to scale without degrading service levels.

• Monitor orderbook through our OB dashboard and our reporting systems to ensure timely shipments to the dealers.
• Investigate all open orders, make cancelations, provide ETA’s, remove delivery blocks and past cancels, and ensure the reps/dealers are notified of a change in status.
• Monitor fill rate on accounts/orders to ensure timely shipping windows and delivery to customers.
• Execute pull forward to balance DC workload or acheive monthly financial targets.
• Monitor and help troubleshoot orders stuck in processing (ZGOIN) to ensure orders flow into SAP in a timely manner.
• Assist team members with workload and maintain KPI performance.
• Create and manage AFO/BI reporting and Salesforce dashboards to track SLA and KPIs.

• Bachelor’s Degree or equivalent experience.
• Minimum of 5 years of experience in customer service role.
• Minimum of 2 years of experience in leading, coaching and training.
• Experience in building strong cross functional relationships and working alongside business leadership within a company.
• Proficient in Salesforce and Microsoft Office applications (Outlook, Word, Excel, PowerPoint).

This role will manage 3-7 team members. As the team leader, this role is expected to carry out managerial responsibilities in accordance with company policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and providing constructive feedback; addressing concerns and resolving problems.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk and listen. The employee is frequently required to sit, stand, and walk. The employee must occasionally kneel, stoop, crouch, twist, and lift up to 30 pounds, with or without accommodations.

Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

When specific circumstances are met, work from home…