Senior Customer Service Manager

Job Description

Job Description

• Company Overview:

  De Jong DUKE is based in Allen Park, Michigan. We are an innovative, family-owned Dutch company. Since 1957, the company has been successfully designing, engineering, manufacturing, and marketing coffee and espresso equipment for the Office Coffee and Vending market. With manufacturing facilities in the US and the Netherlands, de Jong DUKE has built a strong reputation as a loyal and responsive supplier of quality products with reliable performance. The organization can be characterized as passionate, committed, quality-focused, and customer-oriented. Please visit our website at

  Job Summary:

  The Senior Customer Service Manager will report directly to the VP of Sales and collaborate closely with cross-functional teams, including R&D, Sales, Operations, and Accounting, to deliver an exceptional customer experience and achieve business targets. This person will be responsible for building and maintaining strong relationships with key stakeholders in customer organizations.

  Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

  Key Responsibilities:

  Team Leadership and Development

  • Manage, mentor, and develop direct reports, fostering a high-performance, customer-centric culture.
  • Define and implement best practices for handling inbound inquiries, warranty claims, and escalated technical issues.
  • Facilitate continuous cross-training for high-level customer support delivery.

  Sales Reporting

  • Analyze customer data from our ticketing systems, warranty logs, and customer interactions to identify trends, opportunities, and potential risks.
  • Sales order management.
  • Act as the voice of the customer and collaborate with production to translate field feedback into actionable improvements for product quality and production workflows.
  • Collaborate with the Sales and Production Planning teams to utilize data to create accurate sales forecasting reports for S&OP delivery.
  • Present data-driven insights to leadership to highlight potential upsell opportunities, customer retention risks, and necessary product improvements.

  Technical Support

  • Develop and maintain technical resource libraries, knowledge bases, troubleshooting guides, and spare parts manuals to empower both end-users and in-house technicians.
  • Coordinate with the development team on recurring issues, translating customer feedback into product improvements
  • Support new product installation and process implementation for the technical support team

  Customer Success and Service Excellence

  • Ensure compliance with pricing policies and trade spend governance.
  • Proactively identify customer issues and act as the ultimate escalation point for complex customer service issues and high-level technical support challenges.
  • Implementation of scalable customer success tracking tools to streamline warranty documentation, automated ticketing, and spare parts ordering logistics.
  • Championing the customer experience by ensuring SLA (service level agreement) targets are consistently met or exceeded.
  • Serve as the primary point of escalation for customer complaints or issues.
  • Balance priorities around order shipments, inventory, and pricing.

  Qualifications:

  • Bachelor’s degree in Business Administration, Operations Management, or related field.
  • 5+ years of progressive leadership experience in a direct sales/business development role.
  • Experience with CRM and ERP software.
  • Proficiency in Microsoft Word, Excel, and PowerPoint.
  • Demonstrated ability to motivate, coach, and elevate team members and direct reports in a sales/production environment.
  • Ability to understand technical products/production processes.
  • Advanced proficiency in data analysis, forecasting, and creating executive reporting using CRM software and BI tools.
  • Exceptional verbal and written communication skills with proven ability to bridge the gap between technical operations and sales strategies.
  • Ability to speak fluently in English and Spanish strongly preferred

  Physical demands

  Ability to lift up to 40 pounds.

  Travel required

  Local travel is required for up to 50%.

  International travel is required once annually to the main company headquarters in the Netherlands.

  Other duties

  Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice