Customer Service Manager

About The Opportunity

A growing and well-established manufacturing organization is seeking a Customer Experience Manager to lead customer support operations, order management, and sales support functions. This position is open due to an internal promotion and offers the opportunity to step into a highly visible leadership role with direct impact on customer satisfaction, operational efficiency, and overall business performance.

This role is ideal for a hands-on leader who enjoys building strong teams, improving processes, and driving accountability in a fast-paced environment.

Key Responsibilities

• Lead, coach, and develop a customer support and order entry team to ensure strong performance and accountability
• Oversee daily call center operations including staffing, scheduling, workflow management, and escalations
• Establish and monitor KPIs related to customer service performance, order accuracy, response times, and operational efficiency
• Manage order entry and sales support processes to ensure timely and accurate execution
• Partner cross-functionally with Sales, Operations, and other internal teams to support quotes, pricing, order validation, and customer issue resolution
• Identify operational inefficiencies and implement continuous improvement initiatives across customer service and order management functions
• Support a culture focused on responsiveness, collaboration, and customer satisfaction

Qualifications

• Bachelors degree in Business, Communications, Management, or a related field preferred
• 35+ years of leadership experience within customer service, sales support, call center operations, or related functions
• Manufacturing industry experience required
• Strong understanding of customer support operations, order entry workflows, and CRM/ERP systems
• Proven leadership ability with experience managing competing priorities and improving team performance
• Excellent communication, problem-solving, and organizational skills

Why Join This Opportunity

• Stable and growing organization with a strong employee-focused culture
• Opportunity to step into a leadership role with visibility and influence across the business
• Collaborative environment that values operational excellence and continuous improvement
• Strong potential for long-term growth and advancement
• Ability to make a direct impact on customer experience and business performance