Customer Service Manager

Job Description

Job Description

Customer Service Manager

The Customer Service Manager is responsible for leading the customer service team, ensuring exceptional customer experiences, managing order fulfillment communication, and serving as the primary liaison between customers and internal departments. This role plays a critical part in maintaining customer satisfaction, supporting sales growth, and ensuring accurate communication regarding production schedules, shipping timelines, and product availability within a manufacturing environment.

Key Responsibilities:

• Manage, train, coach, and develop Customer Service Representatives.
• Establish customer service standards and performance expectations.
• Conduct performance evaluations and provide ongoing feedback.
• Create schedules and ensure adequate staffing levels.
• Foster a customer-focused culture throughout the department
• Serve as the escalation point for complex customer concerns and complaints.
• Build and maintain strong relationships with key customers, distributors, and dealers.
• Monitor customer satisfaction metrics and implement improvement initiatives.
• Ensure timely and professional responses to customer inquiries.
• Oversee order entry, order accuracy, and order processing procedures.
• Coordinate with production, scheduling, purchasing, and shipping departments to provide accurate order status updates.
• Monitor open orders and proactively communicate delays or changes.
• Ensure customer orders are fulfilled accurately and on time.
• Work closely with Production, Quality Control, Logistics, and Sales teams.
• Communicate production schedules, inventory constraints, and lead-time updates to customers.
• Assist in resolving issues related to product quality, shipping damage, shortages, and returns.
• Support implementation of new products and product changes.
• Develop and maintain customer service policies, procedures, and training materials.
• Analyze customer service trends and identify opportunities for improvement.
• Implement systems and processes that improve efficiency and customer satisfaction.
• Utilize ERP and CRM systems to improve data accuracy and reporting.

Skills and Qualifications:

• Associate's or Bachelor's degree in Business Administration, Operations Management, Supply Chain Management, or related field preferred.
• Equivalent manufacturing customer service experience may be substituted.
• 5+ years of customer service experience.
• 2+ years of supervisory or management experience.
• Experience with ERP systems, CRM software, and Microsoft Office.
• Experience in plastics manufacturing or roto-molding preferred.
• Strong leadership and team development skills.
• Excellent verbal and written communication abilities.
• Strong conflict resolution and problem-solving skills.
• Understanding of manufacturing processes and production scheduling.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong organizational and analytical skills.
• Proficiency with ERP and customer management systems.

Schedule:

• 8am – 4pm, Monday-Friday

• $75,000/year, starting DOE

Benefits:

• Health Insurance paid at 75%
• Vision Insurance paid at 100%
• Dental Insurance
• Pet insurance paid for one pet
• PTO
• 401K matching
• Paid holidays
• Overtime opportunities
• Retention and referral bonuses