Customer Service Manager

POSITION SUMMARY

The Customer Service Manager is the operational backbone of Forza's customer experience — the first line of contact for order entry, issue resolution, and day-to-day support. This seat owns every support case from open to close, keeps order entry accurate, and runs the canister return program end to end. It is a high-accountability, detail-oriented role, and it exists so that every customer interaction with Forza is fast, accurate, and professional without the customer ever having to chase it.

ESSENTIAL DUTIES & RESPONSIBILITIES

Order Entry & Accuracy

• Enter all customer orders accurately and on time — order entry errors are not acceptable and must be minimized through attention to detail and process discipline.
• Verify product, quantity, pricing, ship-to address, and requested delivery date before submission.
• Confirm order receipt with customers and proactively communicate expected ship dates or delays — do not wait for the customer to follow up.
• Coordinate with operations and logistics to keep orders on schedule; flag fulfillment issues immediately and communicate resolution timelines to the customer.
• Maintain accurate order records in Salesforce — every order interaction, change, or exception must be documented.

Case Management — Salesforce

• Own all assigned support cases in Salesforce from open to close — no case goes unattended, no case goes dark.
• Respond to all new cases within defined response-time standards, with urgency and professionalism regardless of complexity.
• Accurately categorize, prioritize, and document all case activity — notes must be specific, current, and actionable.
• Own follow-through and customer communication on any case that requires coordination with sales, operations, or technical resources including escalation cases.

Canister Return Program

• Own and manage the canister return program end-to-end — tracking, returns, and processing.
• Maintain an accurate, up-to-date log of every canister in the field: customer, quantity, date deployed, and expected return date.
• Proactively contact customers ahead of due dates and follow up on overdue accounts — do not wait for returns to become a problem.
• Coordinate return logistics with customers and operations; confirm receipt and update Salesforce upon return.

Customer Communication & Support

• Serve as a professional, knowledgeable, and responsive point of contact for customer inquiries.
• Handle inbound calls, emails, and case submissions with urgency and a solutions-first mindset — the customer's problem is your problem until it is resolved.
• Communicate proactively on order status, case updates, and return program activity — customers should never have to ask for a status update.

Cross-Functional Coordination

• Serve as the liaison between sales, purchasing, and production for customer orders that require internal coordination — own the communication flow and keep the customer informed throughout.
• Manage and track order-related escalations involving purchasing or production — follow through on commitments and ensure nothing falls through the cracks.
• Work closely with Inside Sales so order and case information stays aligned and customers get consistent communication across every touchpoint.

Accounts Receivable Follow-up and Recovery

• Manage customer payment submissions of checks and credit cards to ensure accuracy and status updates.
• Manage past-due customer payments (phone and email).

WHAT THIS ROLE REQUIRES

• Disciplined Salesforce documentation on every order, case, and customer communication.

• Active, ahead-of-due-date management of the canister return program.
• Effective liaison work across sales, purchasing, and production so nothing stalls between departments.