Customer Service Manager

This Role Will Focus On

The Customer Service Manager is responsible for the strategic leadership and operational performance of the Customer Service function across multiple locations. This role ensures consistent, high-quality customer experience through effective management of people, processes, and systems.

The position defines departmental strategy, establishes performance standards, and drives continuous improvement initiatives. As a key cross‑functional partner, the role ensures alignment between Customer Service and Sales, Engineering, Operations, and Business Applications & Systems teams to support business objectives and customer outcomes.

Lead a multi‑site Customer Service organization.

Establish clear performance expectations and accountability across regions.

Drive employee engagement, development, and retention.

Define and execute Customer Service strategy aligned with organizational priorities.

Partner with cross‑functional leaders to support commercial and operational objectives.

Represent Customer Service in business initiatives and transformation efforts.

Oversee end‑to‑end customer service and order management performance.

Ensure standardization and compliance with established processes and policies.

Address and resolve operational risks impacting service delivery.

Lead continuous improvement initiatives to enhance efficiency and scalability.

Act as a key stakeholder in CRM, ERP, and tool enhancements.

Support adoption of new processes and technologies across the team.

Establish and monitor KPIs and service metrics.

Use data to drive performance improvements and inform decision‑making.

Serve as an escalation point for complex customer issues.

Partner with Sales and key stakeholders to support customer retention and growth.

Maintain strong internal and external relationships.

This role operates in a highly cross‑functional environment, requiring strong collaboration and alignment across key business functions. The National Customer Service Manager partners closely with both internal teams and external stakeholders to ensure seamless and consistent customer experience.

• Application Engineering
• Operations & Supply Chain
• Finance
• IT / Digital / CRM teams
• Quality & Compliance
• External stakeholders:
• Customers and key accounts
• Distribution partners
• Third‑party representatives

• Success in this role requires a balance of strategic leadership and operational expertise. The ideal candidate brings strong business acumen, the ability to influence across functions, and a demonstrated track record of driving performance through people, process, and systems.
• 5+ years of Customer Service leadership experience in a B2B business model.
• Experience in manufacturing or industrial environment.
• Strong strategic and operational management capabilities.
• Proven ability to influence and collaborate with cross‑functional stakeholders.
• Experience managing customer service operations, including order management workflows.
• Strong analytical, problem‑solving, and decision‑making skills.
• Excellent communication and relationship management skills.
• Experience with ERP and CRM systems.
• Bachelor’s degree or equivalent experience.

• Customer‑focused mindset with a continuous improvement approach.
• Ability to lead change and drive adoption of new processes and systems.
• Strong organizational and prioritization skills.
• Collaborative leadership style.
• High attention to detail.

This position offers a salary range of USD 85,895. per year. Final salary offers are determined by multiple factors, including education, experience, internal equity, geographic location, and the candidate’s expertise, and therefore may vary from the range listed. For roles based outside Massachusetts, the applicable salary range may be lower.

• Robust Retirement Plan:
  Benefit from a 5% employer 401K contribution, plus a 50% match on up to 3% of your contributions for added financial security.
• Comprehensive and…