Customer Service Manager

Position Summary

The Customer Service Manager is responsible for leading a team of Customer Service Representatives to ensure accurate, timely processing of all incoming orders, resolution of customer inquiries and concerns, and coordination of daily outbound shipments (60120 packages per day). This role serves as the central hub between customers, sales, and operations, ensuring a high-quality customer experience while maintaining operational efficiency and accountability.

Key Responsibilities

Team Leadership & Development

• Lead, coach, and develop a team of 6 Customer Service Representatives
• Set daily, weekly, and monthly performance expectations
• Monitor individual and team KPIs (order accuracy, response time, issue resolution, etc.)
• Conduct regular 1:1s, performance reviews, and training sessions
• Foster a culture of accountability, responsiveness, and teamwork

Order Management

• Oversee all incoming orders (email, phone, EDI, online, etc.)
• Ensure orders are entered accurately and processed in a timely manner
• Resolve order discrepancies, pricing issues, and fulfillment challenges
• Partner with sales and operations to prioritize and expedite orders as needed

Customer Experience

• Manage and resolve escalated customer concerns and complaints
• Ensure prompt response times and high customer satisfaction
• Develop and maintain service standards and communication protocols
• Identify trends in customer issues and implement corrective actions

Returns & Issue Resolution

• Oversee returns (RMA process), credits, and replacements
• Ensure timely resolution of product issues and customer claims
• Partner with operations/quality teams to address root causes
• Track and report return reasons and trends

Shipping Coordination

• Coordinate daily outbound shipments (60120 packages/day)
• Ensure accurate documentation, labeling, and shipping method selection
• Work closely with warehouse/logistics teams to meet ship deadlines
• Troubleshoot shipping delays, carrier issues, and delivery exceptions

Process Improvement & Systems

• Identify opportunities to improve workflows, efficiency, and accuracy
• Maintain and optimize use of CRM/ERP systems (e.g., NetSuite, etc.)
• Develop and document standard operating procedures (SOPs)
• Support implementation of new tools, automation, or reporting systems

Qualifications

• 37+ years of customer service or operations experience
• 13+ years in a leadership or supervisory role
• Experience in manufacturing, distribution, or order fulfillment environment preferred
• Strong problem-solving and conflict resolution skills
• Excellent communication (written and verbal)
• Experience with ERP/CRM systems (NetSuite, Salesforce, etc.)
• High attention to detail and ability to manage multiple priorities

Preferred

• Experience with shipping platforms (UPS, FedEx, freight systems)
• Lean / process improvement background

EQUAL OPPORTUNITY EMPLOYER

We are equal opportunity employers. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin ancestry, military status, veteran status, marital status, gender identity or expression, transgender status, citizenship, sexual orientation, age (40 and older), disability (except where the disability prevents the individual from being able to perform the essential functions of the job and cannot be reasonably accommodated), protected veteran status, age, or any other protected characteristic under federal, state or local law.