Customer Service Manager

Posted Tuesday, July 28, 2026 at 4:00 AM About Us Join Indelco Plastics, where innovation, sustainability, and community thrive! As the leading supplier of corrosion-resistant thermoplastic products for fluid control and storage, we are seeking talented individuals to join our team. With 13 locations across the Midwest and representing over 70 industry-leading manufacturers, we offer unparalleled opportunities for growth and impact. Experience a supportive and inclusive environment, continuous professional development, and a commitment to work-life balance. Join us at Indelco and be part of shaping the future while making a difference. The Customer Service Manager is responsible for leading the daily customer service and inside sales support operations for CRTG's industrial plastics distribution business. This role ensures exceptional customer service while driving operational efficiency, order accuracy, and continuous improvement across all customer-facing processes. The Customer Service Manager leads a team responsible for order entry, quotations, customer communications, pricing support, and issue resolution. Working closely with outside sales, branch operations, procurement, warehouse personnel, and management, this position ensures customers receive timely, accurate, and professional service while supporting company sales and profitability objectives. This role combines leadership, process management, customer relationship management, and operational execution to create a best-in-class customer experience. Key Responsibilities Lead, coach, and develop the Customer Service team. Establish performance expectations, service standards, and departmental KPIs. Conduct employee training, performance evaluations, and ongoing coaching. Foster a culture focused on customer satisfaction, accountability, teamwork, and continuous improvement. Ensure adequate staffing and workload balancing to meet customer expectations. Order Management & Customer Support Oversee daily order entry, order maintenance, and order processing activities. Ensure customer orders are entered accurately, released promptly, and fulfilled according to customer requirements. Monitor order status and proactively resolve delivery, inventory, or pricing issues. Support customers with product availability, order tracking, returns, and technical coordination. Maintain high levels of customer communication throughout the order lifecycle. Oversee quotation preparation and follow-up activities. Ensure pricing accuracy and compliance with company pricing policies. Coordinate special pricing requests, contract pricing, and approval processes. Work with sales representatives to provide timely and competitive quotations. Monitor quote turnaround times and conversion rates. Customer Relationship Management Build strong relationships with customers through responsive and professional service. Serve as the primary escalation point for customer service issues. Resolve customer concerns involving order accuracy, delivery, product quality, invoicing, and returns. Coordinate corrective actions with sales, warehouse, purchasing, and operations teams. Maintain high customer satisfaction through proactive communication and follow-up. Operational Excellence Develop and maintain standardized customer service processes and best practices. Identify opportunities to improve workflow efficiency, order accuracy, and customer response times. Order accuracy Quote turnaround time #J-18808-Ljbffr