Customer Service Manager

Customer Service Manager

Job Description

About KELTEC

Powering Reliability. Driving Performance. Building Careers.

At KELTEC, we are more than a filtration company. We are a team of problem-solvers, innovators, and industry experts dedicated to helping our customers keep their operations running. Since 1982, KELTEC has designed, manufactured, and distributed high-quality filtration and component solutions that support critical industrial systems around the world. Our products serve compressed air, air treatment, hydraulics, refrigeration, gas, and vacuum applications, helping customers maximize uptime and reduce operating costs.

Headquartered in Northeast Ohio, KELTEC has grown into a leading manufacturer with multiple fulfillment centers, manufacturing operations, and a global customer base. We combine OEM-equivalent quality, engineering expertise, and outstanding customer service to deliver reliable solutions that customers can trust.

Summary:

The Customer Service Manager is responsible for leading and managing the customer service team to ensure exceptional service and support for our customers. This role is focused on driving customer satisfaction, streamlining processes, and fostering a culture of continuous improvement. The ideal candidate is a proactive leader with strong communication and problem-solving skills, committed to delivering an outstanding customer experience.

Duties / Responsibilities:

• Lead, mentor, and develop a team of customer service representatives to meet performance goals and KPIs.
• Oversee daily operations of the customer service department, ensuring timely and accurate processing of orders, inquiries, complaints, and returns.
• Build and maintain strong relationships with internal teams (sales, distribution, manufacturing) to support cross-functional initiatives.
• Resolve escalated customer issues with a sense of urgency and professionalism.
• Implement and monitor customer service policies, procedures, and standards.
• Analyze customer service metrics and trends to identify opportunities for improvement.
• Develop training programs and tools to improve service quality and employee development.
• Ensure systems (CRM, ERP, etc.) are being used effectively to track and manage customer interactions.
• Support new product launches and promotions from a customer service standpoint.
• Drive a customer-first culture that reinforces brand loyalty and satisfaction.

Required Qualifications:

• Bachelor's degree
• 5+ years of experience in customer service, with at least 2 years in a supervisory or management role.
• Strong leadership, coaching, and team development skills.
• Proficiency in customer service software, CRM tools, and ERP systems (e.g., NetSuite)
• Excellent written and verbal communication skills.
• Ability to handle multiple priorities and work in a fast-paced environment.
• Analytical mindset with a focus on continuous improvement and process efficiency.

Preferred Qualifications:

• Manufacturing or distribution experience.

Normal Working Hours and Conditions: Core business hours are generally 8:00 am - 5:00 pm. However, this position may require work to be performed outside of normal business hours based on Company operations.

Physical Requirements: Primary functions require sufficient physical ability and mobility to work in an office setting including verbally communicating, seeing and hearing to exchange information and fine coordination including use of a computer keyboard. Daily physical functions include standing, sitting and walking for prolonged periods of time and occasionally stooping, bending, kneeling, crouching, reaching, and twisting. The employee may engage in lifting, carrying, pushing, and pulling light to moderate amounts of weight up to 25 pounds. The position also requires the operation of office equipment requiring repetitive hand movement.