Customer Service Manager

Responsibilities

• Lead and develop the Customer Service team to deliver exceptional & consistent customer experience across all Rehrig Pacific products and services.
• Build, coach, and develop a high‑performing team of Account Specialists who support Sales‑owned accounts through order management, issue resolution, and customer communication taking full ownership of service delivery and measurable results.
• Set clear performance expectations and standards aligned to departmental KPIs (service levels, CSAT, response time, customer retention).
• Manage day‑to‑day execution of customer service activities to ensure accurate order processing, timely response, and effective issue handling.
• Own and continuously improve end‑to‑end customer service processes, eliminating complexity and reducing friction across all touchpoints.
• Serve as the voice of the customer across the organization, ensuring customer insights inform strategic and operational decisions.
• Lead escalation management, ensuring complex customer issues are resolved swiftly, professionally, and at root cause.

• Bachelor's degree from an accredited four‑year institution
• 3+ years leading customer service teams in a manufacturing, supply chain, or logistics environment
• 8+ years of progressive customer service or sales experience with a demonstrated track record of improving service outcomes
• Proven ability to coach, develop, and retain high‑performing teams
• Demonstrated ability to improve service performance through process and team leadership
• Experience managing workforce planning, scheduling, and training in a fast‑paced, multi‑channel service environment with remote or multi‑location teams
• Strong written and verbal communication skills with the ability to influence at all organizational levels
• Experience working cross‑functionally with Sales and Operations
• Proficiency with CRM platforms (Salesforce preferred) and ERP systems (JD Edwards preferred)
• Ability to manage travel requirements of 20% airline travel