Customer Service Manager

My client is a leading manufacturer of custom cabinetry components and architectural panels, serving customers across the residential and commercial markets. Known for quality craftsmanship, innovative materials, and exceptional customer service, the company delivers customized solutions for kitchens, closets, retail fixtures, office environments, healthcare facilities, and hospitality spaces. They are seeking a proactive and customer-focused Customer Service Manager to oversee a small team of Customer Service Representatives and serve as a key liaison between customers, sales, operations, production, and design teams. This role is responsible for ensuring exceptional customer experiences throughout the order lifecycle from order entry and scheduling to delivery, issue resolution, and post-sale follow-up. Requirements Bachelor's degree preferred or equivalent combination of education and experience. 5+ years of customer service, account management, customer success, or client support experience. 2+ years of people leadership or supervisory experience. Experience in manufacturing, cabinetry, millwork, building materials, furniture, construction products, or a related industry. Strong customer relationship management and conflict resolution skills. Experience working cross-functionally with Sales, Operations, Production, Design, and Logistics teams. Proficiency with ERP systems, CRM platforms, and Microsoft Office Suite. Exceptional written and verbal communication skills. Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment. Ability to lead by example and drive a culture of accountability, responsiveness, and customer satisfaction. Experience managing order fulfillment, scheduling, product issues, delivery concerns, and customer escalations is highly preferred. Familiarity with product specifications, hardware components, and custom manufacturing environments is a plus. Responsibilities Lead and support a team of two Customer Service Representatives. Serve as the primary point of contact for customer concerns, escalations, and service issues. Provide customers with timely updates regarding orders, production schedules, deliveries, and project status. Work closely with the Sales team to ensure a smooth and seamless customer experience. Coordinate with Production, Design, Scheduling, Shipping, and Operations teams to resolve issues and keep projects on track. Address delivery, quality, product, hardware, and scheduling issues quickly and effectively. Proactively identify and resolve potential customer concerns before they become larger issues. Monitor order progress and ensure customers receive accurate and timely communication. Develop and improve customer service processes to enhance efficiency and customer satisfaction. Foster a customer-first culture focused on responsiveness, accountability, and continuous improvement. Compensation Competitive base salary of $80,000 - $110,000, depending on experience. Comprehensive benefits package, including medical, dental, vision, paid time off, and retirement benefits. Opportunity to lead and shape a critical customer-facing function within a growing organization. Professional growth and leadership development opportunities. Collaborative and team-oriented culture. Opportunity to make a measurable impact on customer satisfaction, operational excellence, and company growth. #J-18808-Ljbffr