Customer Service Manager

Lead a Team. Elevate the Customer Experience. Drive Continuous Improvement.

At FlexScreen/RiteScreen, we're transforming the way windows and doors are screened through innovation, operational excellence, and an unwavering commitment to our customers. We're looking for an experienced Customer Service Manager who is passionate about developing people, improving processes, and delivering an exceptional customer experience.

In this leadership role, you'll oversee a high-performing customer service team while partnering across Sales, Operations, Shipping, Finance, and other departments to ensure every customer interaction reflects our commitment to quality and service. If you thrive in a fast-paced manufacturing environment, enjoy solving complex challenges, and love building engaged teams, we'd love to hear from you.

What You'll Do

Lead & Develop Your Team

• Coach, mentor, and develop a team of Customer Service Representatives
• Establish performance expectations and provide ongoing feedback and development
• Foster a culture of accountability, collaboration, and continuous improvement
• Support employee engagement while building a customer-first mindset across the team

Deliver an Exceptional Customer Experience

• Monitor service metrics including response times, resolution rates, and customer satisfaction
• Resolve complex customer issues with professionalism and urgency
• Ensure service standards and customer expectations are consistently exceeded
• Champion proactive communication and relationship building

Improve Processes & Drive Efficiency

• Evaluate and streamline customer service workflows
• Ensure accurate order processing, documentation, and invoicing
• Develop and maintain standard operating procedures
• Identify opportunities to improve efficiency, quality, and the overall customer experience

Partner Across the Business

• Collaborate with Sales, Operations, Shipping, Finance, and other teams to deliver outstanding customer outcomes
• Serve as the voice of the customer while balancing operational priorities
• Support cross-functional initiatives that improve business performance

Turn Data Into Action

• Analyze customer service trends and key performance metrics
• Identify root causes and recommend process improvements
• Present meaningful insights that support customer retention and operational excellence

Leverage Technology

• Maximize the use of CRM, ERP, and communication platforms
• Partner with IT to troubleshoot system issues and improve team effectiveness
• Support continuous improvement through technology adoption

What We're Looking For

We're seeking a collaborative leader who combines strong business acumen with a passion for customer service.

Required Qualifications

• Bachelor's degree in Business Administration, Marketing, or a related field
• 5+ years of customer service experience
• At least 2 years of leadership or supervisory experience
• Proven success leading high-performing teams in a fast-paced environment
• Strong analytical, communication, and problem-solving skills
• Experience presenting data and actionable business insights
• Proficiency with Microsoft Office and CRM/ERP systems
• Excellent organizational, conflict resolution, and time management skills

Preferred Qualifications

• Experience in a manufacturing or B2B environment
• Familiarity with order management and ERP systems
• Continuous improvement mindset with a passion for driving operational excellence

Why Join FlexScreen/RiteScreen?

At FlexScreen/RiteScreen, you'll join a growing organization where your ideas matter and your leadership has a direct impact on both the customer experience and business success. We value collaboration, innovation, accountability, and continuous improvementand we're committed to helping our employees grow professionally while making meaningful contributions every day.

Work Environment

This position is based in Export, PA and works in both an office and manufacturing environment. Occasional travel may be required based on business needs.

FlexScreen/RiteScreen is an Equal Opportunity Employer committed to creating an inclusive workplace where all employees can thrive.

Ready to lead a team that makes a difference? Apply today and help shape the future of the customer experience at FlexScreen/RiteScreen.

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