Customer Service Manager

For nearly five decades, CPG Sorting Technologies has been a leader in the waste and recycling industry, specializing in the design, manufacture, installation, and service of innovative material recovery facilities and advanced sorting machinery. Known for superior engineering, innovative designs, and high-quality, turnkey solutions—including both new installations and retrofits—the organization is recognized for operating with high integrity and exceptional customer service. Job Overview We are seeking an experienced and driven Customer Service Manager to lead our customer service team and ensure exceptional service delivery. This role serves as a key liaison between customers, distributors, and internal teams, helping to improve processes, enhance customer satisfaction, and support overall business goals. The ideal candidate is a strong leader with a background in manufacturing or distribution, who thrives in a fast-paced environment and is passionate about delivering high-quality customer experiences. Duties Lead, mentor, and develop the customer service team to achieve departmental and company goals Establish and monitor KPIs related to customer satisfaction, order accuracy, and issue resolution Develop and improve customer service processes, policies, and workflows Manage escalated customer issues and ensure timely, effective resolution Collaborate with Sales, Operations, and other teams to ensure smooth order fulfillment Oversee sales orders, returns, and credit/debit memos within the ERP system Analyze customer service data to identify trends and opportunities for improvement Drive continuous improvement initiatives to enhance efficiency and customer experience Support service dispatch coordination and scheduling needs Prepare reports and updates for leadership on performance and initiatives Qualifications Bachelor’s degree in Business Administration, Management, or related field (preferred) Minimum 5 years of customer service experience in a manufacturing or distribution environment At least 2 years of leadership or supervisory experience Strong leadership and team development skills Excellent analytical and problem-solving abilities Strong communication and presentation skills Ability to multitask and prioritize in a fast-paced environment Experience with ERP systems (EPICOR preferred) Proficient in Microsoft Word, Excel, and Outlook Occasional visits to the manufacturing floor may be required to support project needs. Some tasks may require light physical activity beyond typical office conditions. To learn more about our company and the work we do, please visit our website: #J-18808-Ljbffr