Manager, Customer Service

The Blueprint (Role Profile)

The Manager, NAPT Customer Service leads the North American Power Tools customer service function, including the Customer Service Supervisor and Customer Service Representatives, and is accountable for a responsive, accurate, and consistent customer experience across order management, inquiries, escalations, and cross-functional service needs.

This role balances daily operational leadership with process improvement, team development, and customer experience execution. The Manager partners closely with Sales, Operations, Distribution, Finance, IT, and Product Management, and uses KPIs, customer feedback, and continuous improvement practices to drive accountability, strengthen team performance, and improve service delivery.

The Build (Responsibilities)

• Lead the NAPT Customer Service function, providing direction, coaching, and performance management for the Customer Service Supervisor and CSR team.
• Oversee order support, customer inquiries, escalations, and issue resolution; serve as the key escalation point for complex matters.
• Partner with Sales, Operations, Distribution, Finance, IT, and Product Management to remove barriers and improve the customer experience.
• Use KPIs, Voice of Customer insights, and service trends to drive improvements in responsiveness, order accuracy, backlog management, and customer satisfaction.
• Lead corrective action for recurring service issues, including root cause analysis, countermeasure development, and follow-through.
• Drive process improvement and system adoption; prepare the team for change through communication, training, and documentation.
• Coach and develop the Supervisor and CSR team; support onboarding, cross-training, and succession planning.

The Toolbox (Qualifications)

• Bachelor's degree in Business, Supply Chain, Operations, or a related field; equivalent experience considered.
• 7+ years in customer service, order management, or related business operations, with strong understanding of order-to-cash processes and service metrics.
• 3+ years of people leadership, preferably in customer service, manufacturing, distribution, or B2B; experience leading through frontline supervisors preferred.
• Working knowledge of ERP, CRM, and reporting tools; SAP experience preferred.
• Demonstrated ability to lead process improvement, corrective action, and change adoption using KPIs and performance data.
• Strong communication, coaching, and stakeholder management skills; proficient in Microsoft Office; able to travel occasionally as needed.