Customer Service Manager

Customer Service ManagerLocation: Matthews, NC Hybrid option avaliableCompensation: Starting at $110,000+ Base Salary, Plus Performance-Based BonusTravel: Approximately 15%Position OverviewWe are seeking an experienced, results-driven Customer Service Manager to lead and develop a customer-facing operations team for a growing organization in the industrial and technical products sector. This leadership opportunity is ideal for a professional who is passionate about building high-performing teams, enhancing the customer experience, streamlining processes, and driving operational excellence.The Customer Service Manager will report directly to the Director of Sales and play a critical role in ensuring exceptional service delivery, efficient order execution, and strong collaboration across departments.The ideal candidate will bring a proven track record of people leadership, process improvement, and customer service operations. While experience in manufacturing, industrial distribution, or technical products is preferred, we are open to accomplished leaders from other industries who demonstrate strong operational judgment, adaptability, and the ability to drive meaningful improvements.Key ResponsibilitiesTeam Leadership & DevelopmentLead, coach, mentor, and develop a customer service team to achieve performance objectives and deliver an exceptional customer experience.Establish clear performance expectations, accountability measures, and professional development opportunities.Monitor individual and team performance, provide ongoing feedback, and address performance challenges.Foster a collaborative, customer-focused culture that emphasizes ownership, responsiveness, and continuous improvement.Customer Service & Operational ManagementOversee daily customer service operations, including order management, workload distribution, service responsiveness, and issue resolution.Ensure accurate and timely order processing, effective communication, and consistent follow-through.Manage escalated customer concerns while balancing customer expectations, company policies, product availability, and operational capabilities.Establish and maintain service standards, procedures, and best practices to improve consistency and efficiency.Identify opportunities to enhance customer satisfaction, strengthen relationships, and improve overall service delivery.Process Improvement & Performance ManagementEvaluate existing workflows, identify inefficiencies, and implement sustainable process improvements.Develop, monitor, and analyze key performance indicators (KPIs) related to service quality, productivity, order accuracy, and customer satisfaction.Leverage operational data, customer feedback, and performance trends to drive informed decision-making.Introduce process improvements, tools, and accountability measures that support scalability and operational excellence.Lead change initiatives while maintaining employee engagement and service continuity.Cross-Functional CollaborationPartner closely with Sales, Purchasing, Supply Chain, Warehouse, Operations, and other departments to ensure seamless customer support and order execution.Proactively address communication gaps, service challenges, and operational bottlenecks.Collaborate with leadership to align customer service strategies with broader business objectives.Build strong internal relationships to improve responsiveness, problem-solving, and customer outcomes.QualificationsRequiredMinimum of 5 years of progressive experience in customer service, customer operations, inside sales, order management, sales support, or a related function.At least 2 years of direct supervisory or people-management experienceDemonstrated success leading, coaching, and developing customer-facing teams.Strong understanding of customer service operations, workflow management, order execution, and performance accountability.Proven ability to implement process improvements and establish effective operational procedures.Experience using KPIs, productivity metrics, customer feedback, and operational data to evaluate and improve performance.Excellent communication, problem-solving, organizational, and interpersonal skills.Ability to manage customer escalations and make sound decisions in a fast-paced environment.Strong cross-functional collaboration skills and the ability to influence stakeholders at multiple organizational levels.Ability to learn technical products, applications, systems, and industry terminology.Willingness to travel approximately 15%, including occasional overnight travel.PreferredExperience in B2B customer service, industrial distribution, manufacturing, or technical-product environments.Background leading inside sales, sales support, order management, or multi-location customer service teams.Experience supporting complex order fulfillment or technical product applications.Familiarity with ERP systems, particularly SAP Business OneExperience implementing operational improvements, performance management programs, or organizational change initiatives.What We're Looking ForThe successful candidate will be a hands-on, approachable leader who combines strong people-management skills with operational discipline and a customer-first mindset. This individual should be comfortable rolling up their sleeves to solve problems while maintaining a strategic focus on team development, service excellence, and long-term process improvement.We are particularly interested in candidates who have successfully improved team performance, strengthened accountability, implemented more efficient workflows, and built productive relationships across departments.Compensation & OpportunityCompetitive Base Salary: Starting at $110,000+, commensurate with experience.Additional Performance-Based Bonus Opportunity.Opportunity to lead and develop a customer-facing team.High-visibility leadership position reporting directly to the Director of Sales.Ability to make a meaningful impact on customer experience, operational efficiency, and organizational growth.