Customer Service Manager

Customer Service Manager

VersaDesk is a growing manufacturer of ergonomic, adjustable height workspaces and standing desks. We pride ourselves on delivering high-quality products to our customers while maintaining a nimble, innovative, and collaborative workplace. Role Overview A Customer Service Manager acts as the vital bridge between sales, production, and the end-user. They are responsible for overseeing order processing, resolving complex client complaints, and managing day-to-day team workflows to ensure high customer retention and seamless supply chain coordination. Position Summary We are seeking a hands-on, highly organized Customer Service Manager to lead our client support and order fulfillment operations. In this critical role, you will manage customer relationships, oversee the processing of purchase orders, and act as the central point of contact between our clients, the sales team, and the manufacturing floor. The ideal candidate is a proactive problem solver who ensures our production schedules align with client expectations. This role will be onsite Monday-Friday at our Los Angeles, CA location. Key Responsibilities Order Management & Logistics Review and process incoming customer purchase orders and contracts for accuracy, pricing, and feasibility. Coordinate directly with the production and shipping/logistics departments to ensure on-time delivery of manufactured goods. Manage inventory inquiries, lead times, and backorders, ensuring proactive communication with clients regarding any delays. Team Leadership & Development Lead, train, and mentor the Customer Service Representative (CSR) team. Set departmental goals, track performance metrics (e.g., response time, order accuracy), and conduct regular performance reviews. Foster a collaborative and positive work environment while handling escalated customer complaints with diplomacy. Cross-Functional Collaboration Act as the primary liaison between external customers and internal departments (e.g., Sales, Production, Quality Assurance). Initiate and manage Customer Complaint Reports (CARs), ensuring root causes are identified and addressed. Provide feedback to the leadership team based on customer trends, product feedback, and market demand. Process Improvement Develop and maintain customer-specific work instructions and service policies. Identify areas to streamline order-to-cash processes, reduce order entry errors, and implement CRM/ERP system improvements. Qualifications & Requirements Experience: 3–5 years of progressive customer service experience, with at least 2 years in a supervisory role. Background in manufacturing, supply chain, or industrial environments is highly preferred. Education: High School Diploma required; Associate's or Bachelor's degree in Business Administration, Operations, or a related field is a plus. Technical Skills: Proficiency with ERP/MRP software (e.g., SAP, NetSuite, Oracle) and CRM platforms. Strong working knowledge of MS Excel and Google Suite. Soft Skills: Exceptional problem-solving skills, high attention to detail, and the ability to multitask in a fast-paced environment. What We Offer Salary: $70,000 – $80,000 (Based on experience) Benefits: Comprehensive health/dental/vision insurance, 401(k) with company match, and paid time off.