Customer Service Manager

Job Description

Position Overview

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The Customer Service Manager is responsible for leading the customer service and inside support functions while ensuring customers receive a high level of service throughout the order process. This individual will oversee daily team operations, support customer relationships, resolve escalated issues, and partner closely with internal departments to ensure orders are processed accurately and efficiently.

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The ideal candidate is a hands-on leader with experience managing a customer service, inside sales, or order management team within a fast-paced distribution, manufacturing, or business-to-business environment.

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Key Responsibilities

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• Lead, coach, and develop the Customer Service / Inside Sales team to ensure strong responsiveness, order accuracy, and customer satisfaction.

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• Oversee the full quote-to-order process, including quoting, order entry, scheduling, order changes, product availability, and delivery coordination.

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• Manage relationships with customers and key accounts while supporting customer retention and long-term account growth.

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• Serve as the primary escalation point for customer issues involving pricing, order discrepancies, shortages, returns, credits, product concerns, and delivery challenges.

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• Partner closely with Sales, Operations, Warehouse, Purchasing, Production, and Transportation teams to ensure customer orders are completed accurately and on time.

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• Monitor customer service performance metrics such as order accuracy, response times, quote turnaround, backlog, on-time delivery, and issue resolution.

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• Manage staffing, workload distribution, training, performance management, and day-to-day priorities for the Customer Service department.

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• Identify opportunities to improve customer service processes, reduce errors, streamline workflows, and improve communication across departments.

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• Ensure the team maintains strong knowledge of company products, pricing, availability, order requirements, and internal processes.

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• Provide support for larger, more complex, or high-volume customer orders when additional coordination is required.

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Qualifications

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• 3+ years of customer service, inside sales, order management, or account management experience.

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• Previous experience leading or supervising a customer service or inside sales team strongly preferred.

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• Experience within manufacturing, distribution, building products, industrial products, or a similar business-to-business environment preferred.

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• Strong leadership, communication, organization, and problem-solving skills.

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• Ability to manage multiple priorities and customer requests in a fast-paced environment.

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• Strong attention to detail with experience working through order discrepancies and customer issues.

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• Comfortable working cross-functionally with sales and operations teams.

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• Proficiency with Microsoft Office and experience working within an ERP, CRM, or order management system.

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Ideal Candidate

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The ideal candidate will be a customer-focused leader who enjoys developing people, improving processes, and solving problems. This individual should be comfortable balancing customer relationships with operational execution and will play an important role in ensuring a smooth experience from initial inquiry through final delivery.

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