Customer Service Manager

Are you a customer service leader who thrives on developing people, optimizing processes, and delivering exceptional client experiences? If you’re passionate about strategic service delivery and leading high-performing teams, we want to hear from you.

We are seeking an experienced Customer Service Manager to oversee and support a team of Customer Service Representatives (CSRs) while driving operational efficiency and service excellence. This role is ideal for a results-oriented professional with a strong B2B background who can align service operations with business objectives and create positive, lasting customer relationships.

• Lead, supervise, and support daily activities of the Customer Service team.
• Provide coaching, mentoring, and development opportunities to drive team growth and performance.
• Set clear performance expectations and foster a culture of accountability, collaboration, and continuous improvement.
• Facilitate regular team meetings to align on goals, address challenges, and share service strategies.
• Resolve escalated customer issues with professionalism and efficiency.
• Maintain strong relationships with key B2B clients and ensure service levels meet contractual obligations.
• Oversee order processing, account management, and client communications to ensure a seamless customer experience.
• Standardize and improve customer service workflows and documentation practices.
• Collaborate with Sales, Logistics, and Finance teams to ensure alignment across functions and consistent customer outcomes.
• Analyze reports and service metrics to identify trends, opportunities for upselling, and areas for process improvement.
• Develop and implement service strategies that support broader business objectives.
• Drive initiatives to enhance customer satisfaction, reduce response times, and improve overall team performance.
• Perform other duties as assigned to support department and company goals.

• Bachelor’s degree in Business Administration, Communications, Supply Chain Management, or a related field.
• 10+ years of progressive customer service or client relations experience, with at least 3–5 years in a leadership or supervisory role.
• Experience managing CSR leads and multi-tiered customer service teams.
• Proven ability to manage B2B client relationships, preferably in manufacturing, logistics, or distribution environments.
• Strong leadership skills with demonstrated success in coaching and developing teams.
• Proficiency in CRM platforms and advanced data tools such as Excel, Power BI, or similar reporting software.
• Strong communication, problem-solving, and interpersonal skills.
• Experience with order management, sales reporting, and CRM analytics.
• Certifications such as Six Sigma, PMP, or Customer Experience Management are a plus.
• Must pass drug screening, complete a background check, and be legally eligible to work in the United States.

• Regular business hours, Monday through Friday, with occasional flexibility required based on business needs.
• Primarily sedentary work involving extended periods at a desk and frequent computer use.
• Regular interaction with internal teams and external clients through phone, email, and meetings.
• Manual dexterity required for typing, filing, and operating standard office equipment.
• Strong visual and auditory skills needed for reviewing documents, data analysis, and virtual/in-person communication.
• Company ownership through Employee Stock Ownership Plan (ESOP).
• 401(k).
• Discretionary bonus and yearly salary increase.
• Holiday, Vacation, and Sick pay.
• Medical, Dental, and Vision Insurance.
• Education and Employee Assistance Programs.
• Life Insurance.
• Short- and Long-term Disability.
• Wellness Program including Fitness Facility Reimbursement.

At the heart of this role is a commitment to customer satisfaction, operational excellence, and team leadership. If you’re driven by impact and ready to lead a dynamic team in a growing organization, apply today!

Pay is commensurate with experience and education. Jones-Hamilton Co. is an equal opportunity employer and will not discriminate based on an employee’s race, color, gender, sexual orientation, gender identity, age, religion, national origin, disability, genetic information, veteran/military status, or any other classification protected by law.