Customer Service Manager

Senior-level leader responsible for directing and scaling a customer service organization supporting complex products and services within a manufacturing environment. Drives business strategy, operational excellence, and customer satisfaction by aligning people, processes, and performance with evolving customer needs. Leads cross-functional collaboration with project management, sales, order entry, and customer service teams to develop targeted service solutions, improve retention, and identify potential sales opportunities. Proactively resolves escalated customer issues, implements corrective actions, and ensures consistently high service standards across all accounts. Key Responsibilities Lead, coach, and manage a customer service organization supporting high-volume, time-sensitive operations Execute customer service strategies that improve satisfaction, efficiency, and business outcomes Oversee hiring, onboarding, training, performance management, and retention of hourly and exempt employees Partner with sales and operations to support estimating, order entry, pricing accuracy, and on-time delivery Act as subject matter expert on products, systems, and internal processes Manage inventory flow and raw material coordination to meet customer commitments Handle escalated internal and external customer issues with professionalism and urgency Ensure compliance with employment laws, safety regulations, and company policies Provide accurate management reporting and performance metrics Support introduction of new products and verify service alignment with specifications Skills & Experience 5+ years of customer service experience, including 5+ years in a leadership or management role Proven experience leading teams of 5+ in a manufacturing environment Strong communicator with excellent interpersonal, organizational, and conflict-resolution skills Strategic, customer-focused leader with a hands-on, results-driven mindset Proficient in Microsoft Office 365 and enterprise systems (ERP, CRM, support platforms) Strong analytical and mathematical skills supporting pricing, quoting, and order accuracy #J-18808-Ljbffr