Customer Service Manager

POSITION SUMMARY The Customer Service Manager is a pivotal operational leader reporting directly to the Director of Operations. This role is responsible for leading, developing, and inspiring the Customer Support team across Revchem’s corporate headquarters and regional distribution facilities. The Manager oversees daily customer communications, order fulfillment workflows, and dispute resolution while driving tight operational alignment between Outside Sales, Procurement, Warehousing, and Transportation. By establishing standard operating procedures (SOPs), tracking key performance indicators (KPIs), and championing continuous improvement, the Manager ensures Revchem delivers industry-leading service and flawless order accuracy. CORE COMPETENCIES & VALUES Organizational Core Values: Strategic Achiever: Aligns customer service operations with corporate strategic goals, continuously elevating service standards, response times, and fulfillment accuracy. Collaborative Decision Maker: Leads cross-functional problem-solving with Sales, Procurement, and Warehouse operations to balance customer satisfaction with operational efficiency. Interactive Communicator: Exhibits inspirational leadership and transparent communication across all organizational levels, fostering trust and alignment. Active Dedication: Passionate about building a customer-centric culture, taking personal accountability for team performance and customer retention. Ethics & Values: Models the highest standards of professional ethics, integrity, fairness, and accountability in all business practices. Role-Specific Functional Competencies: People Leadership & Talent Development: Recruiting, onboarding, coaching, and developing a high-performing, resilient customer support organization. Customer Advocacy & Executive Escalation Management: De-escalating critical customer disputes, analyzing root causes, and implementing lasting corrective actions. Cross-Functional Alignment (Sales & Warehouse Ops): Bridging sales priorities with distribution floor execution, procurement timelines, and transport capacity. Service Metrics, Dashboards & KPI Ownership: Data-driven management of First Contact Resolution (FCR), On-Time In-Full (OTIF), Average Handle Time, and order error rates. KEY ESSENTIAL FUNCTIONS & RESPONSIBILITIES Team Leadership, Coaching & Operational Direction Direct, supervise, and mentor the Customer Support team (CSR I, II, III), establishing daily performance expectations, workload balancing, and coverage schedules. Conduct regular 1-on-1 coaching sessions, annual performance reviews, and daily morning huddles to align the team on fulfillment priorities. Design and maintain structured onboarding programs and ongoing training on product knowledge, ERP navigation, and professional communication standards. Order Accuracy, Flow & Fulfillment Governance Audit daily order entry workflows within the ERP system (Syspro) to ensure 100% data integrity, pricing accuracy, and rapid release to warehouse picking queues. Proactively monitor order fulfillment velocity across all distribution nodes, identifying bottlenecks and initiating expedites. Enforce strict protocols for proactive customer notification regarding any supply chain delays, backorders, or transit deviations. Executive Escalation Management & Dispute Resolution Serve as the management escalation point for high-stakes customer complaints, personally engaging key accounts to resolve disputes and secure long-term customer loyalty. Lead post-incident root cause investigations for recurring fulfillment errors, collaborating with Procurement, Quality, and Warehousing to implement permanent fixes. Partners with the MRB & Returns Specialist to ensure the Return Material Authorization (RMA) process’ rapid inspection, credit processing, and vendor chargebacks. Cross-Functional Sales & Operations Liaison Partner with Outside Sales Representatives and Sales Leadership in weekly operational reviews to align inventory allocations with major customer forecasts. Collaborate with the Procurement Manager and National Distribution Manager to resolve chronic product shortages, lead-time drifts, and branch transfer delays. Coordinate with the Transportation Manager to address carrier performance, delivery scheduling, and specialized freight requirements. Service KPIs, Performance Analytics & Continuous Improvement Build, maintain, and publish daily, weekly, and monthly customer service dashboards tracking Key Performance Indicators, including Order Accuracy, OTIF, Response Times, and RMA trends. Present operational trends and continuous improvement recommendations to the Director of Operations and Executive Leadership. Partner with the Continuous Improvement Specialist to standardize SOPs, eliminate administrative waste, and leverage CRM/ERP workflow automations. QUALIFICATIONS, EXPERIENCE & TRAINING Education: Bachelor’s degree in Business Administration, Supply Chain Management, Operations, or related field strongly preferred (or equivalent progressive industry experience). Experience: 5+ years of progressive customer service and order management experience within an industrial distribution, wholesale, manufacturing, or supply chain environment, with at least 2–3 years in a direct supervisory or management capacity. Technical Systems: Advanced working knowledge of Enterprise Resource Planning (ERP) systems (Syspro experience strongly preferred); CRM and support ticketing platforms (e.g., Zendesk, Salesforce); advanced MS Office Suite (Excel, Word, Teams, SharePoint, PowerPoint). Leadership & Communication: Exceptional interpersonal leadership, verbal/written communication, conflict resolution, and change management skills. Language: Bilingual proficiency (English/Spanish) is an asset. WORKING CONDITIONS & PHYSICAL DEMANDS Office-based operational leadership role in a dynamic distribution headquarters. Regular interaction on the warehouse floor and with regional branch leadership. Travel Requirements: Occasional travel required (up to 15%) to regional branch distribution centers and key customer sites. Time & Attendance: Exempt management position requiring flexible availability to support operational and customer service needs. EMPLOYMENT ACKNOWLEDGMENT The above statements are intended to describe the general nature and level of responsibilities of this position. They are not intended to be an exhaustive list of all duties, responsibilities, and standards required. Incumbents will follow any other instructions and perform any other related duties as assigned by their supervisor. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. #J-18808-Ljbffr