Customer Service Manager

JOB REQUIREMENTS: Must live within 60 minutes of a Rehrig Pacific Company’s facility in Atlanta GA, Buckeye AZ, Dallas TX, Desoto KS, Erie PA, Kenosha WI, or Orlando FL. Purpose of role: Lead and develop the Customer Service team to deliver exceptional & consistent customer experience across all Rehrig Pacific products and services. This role is accountable for building a high-performance, customer‑obsessed culture through coaching, continuous improvement, and cross‑functional collaboration. The Customer Service Manager serves as the strategic bridge between Sales and Operations, ensuring the voice of the customer drives decision‑making while balancing operational capabilities. This leader will champion service innovation, embed accountability at every level, and set the standard for best‑in‑class service delivery in a manufacturing environment. Team Leadership & Development 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). Create individualized development plans and provide regular, constructive feedback that accelerates growth. Foster a culture of accountability, empowerment, and continuous learning where team members hold themselves and each other to high standards. Effectively onboard new team members, ensuring rapid time‑to‑competency on systems (Salesforce, JD Edwards), processes, and service standards. Customer Service Operations Manage day‑to‑day execution of customer service activities to ensure accurate order processing, timely response, and effective issue handling. Ensure achievement of key performance metrics, including service levels, response time, order accuracy, and customer satisfaction. Maintain standard work, processes, and systems to support reliable and consistent service delivery. Champion a proactive (vs. reactive) service model that anticipates customer needs and exceeds expectations. Customer Experience & Process Excellence Own and continuously improve end‑to‑end customer service processes, eliminating complexity and reducing friction across all touchpoints. Identify recurring issues and implement systemic solutions that prevent recurrence not just resolve symptoms using structured problem‑solving methods (A3, PDCA). Leverage data and reporting to surface insights, track performance trends, and drive evidence‑based improvements (Visual Controls). Identify performance gaps and implement process improvements to increase efficiency, consistency, and customer effort reduction. Customer Advocacy & Cross‑Functional Coordination Serve as the voice of the customer across the organization, ensuring customer insights inform strategic and operational decisions. Coordinate seamlessly between Sales, Operations, and customers to balance expectations with operational capabilities and ensure on‑time, accurate deliveries. Facilitate clear and consistent communication between teams to support fulfillment and resolve issues requiring coordination across functions. Provide proactive communication to customers and internal stakeholders regarding products, programs, and service updates. Build and maintain strong relationships at all organizational levels, including executive leadership, with the confidence to challenge the status quo. Issue Resolution & Service Recovery Lead escalation management, ensuring complex customer issues are resolved swiftly, professionally, and at root cause. #J-18808-Ljbffr Rehrig Pacific Company