CUSTOMER SERVICE MANAGER

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CUSTOMER SERVICE MANAGER

CUSTOMER SERVICE Full Time Management Sarasota, FL, US 1 Attachments

3 days ago Requisition ID: 1012

Salary Range: $68,000.00 To $85,000.00 Annually

JOB TITLE

Customer Service Manager

REPORTS TO

FLSA STATUS

Exempt / Full-time

REVISION DATE

October 21, 2026

STARTING PAY

$68,000 - $85,000

(Based on experience)

SCHEDULE

M – F: 7:30 AM – 4:00 PM

PRIMARY ROLE

Lead the Customer Service team while building the analytical and commercial discipline needed to support profitable growth. This role owns customer service performance, service processes, reporting, and team development; turns customer, sales, pricing, and operational data into clear recommendations; and partners cross-functionally to improve execution from order entry through shipment. The position is expected to assume increasing responsibility for pricing administration and analysis, with a planned progression toward ownership of pricing.

KEY MEASURES

• Lead, coach, and hold the Customer Service team accountable for service quality, accuracy, responsiveness, and follow-through.
• Establish and maintain dashboards and key performance indicators for customer service, order quality, backlog, response time, customer issues, pricing activity, and purchasing performance.
• Analyze sales, margin, customer, product, inventory, and service data to identify risks, trends, root causes, and opportunities, and present concise recommendations to the Sales & Marketing Director.
• Own escalated customer issues and strengthen processes that prevent repeat problems.
• Develop standard work, training, workload allocation, and cross-training to improve team consistency and reduce dependency on individual employees.
• Partner with Sales, Production, Shipping, Accounting, and Purchasing to improve order execution, customer communication, inventory availability, and on-time delivery.
• Manage key accounts as needed and model the level of judgment, urgency, and professionalism expected from the Customer Service team.
• Learn and progressively take ownership of pricing administration, including data accuracy, price maintenance, margin review, pricing analysis, and implementation of approved price changes.

JOB EXPECTATIONS

• Learn company products, processes, and policies to provide outstanding customer service.

• Use facts and data to make decisions, clearly separate observations, assumptions, risks, and recommendations.
• Balance customer experience, revenue, margin, inventory, supplier performance, and operational capacity when recommending actions.
• Build scalable customer service processes, clear ownership, and reliable reporting rather than relying on informal follow-up.
• Identify problems early, investigate root causes, and implement practical corrective actions.
• Delegate effectively while maintaining appropriate controls, deadlines, and follow-through.
• Communicate clearly and professionally with customers, suppliers, team members, and leadership.
• Protect the accuracy and confidentiality of customer, pricing, cost, supplier, and company information.
• Support Pacer Marine’s culture and values through accountability, teamwork, respect, integrity, and a continuous-improvement mindset.

• Flexible & willing to learn other areas of Pacer’s business
• Maintain and clean daily work area to be free of trip, slip and fall hazards.

EDUCATION

• Required: Bachelor’s degree in business, finance, supply chain, analytics, operations, or a related field.

KNOWLEDGE / EXPERIENCE

• 7 or more years of progressive experience in customer service, pricing, purchasing, supply chain, sales operations, or a related field.
• 3 or more years of direct people-management experience with responsibility for coaching, accountability, and performance management.
• Demonstrated experience analyzing business data and converting findings into clear actions and measurable results is a plus.
• Microsoft 360 with advanced Excel capability, including lookups, pivot tables, data validation, structured analysis, and clear management reporting.
• Marine, wire and cable manufacturing, or distribution experience is a plus.
• Experience with an enterprise resource planning or customer relationship management system; Salesforce experience is a plus.
• Experience with margin analysis, supplier management, inventory, or manufacturing is a plus.

SKILLS

• Strong analytical thinking, financial awareness, and attention to detail.
• Ability to identify patterns, test assumptions, investigate variances, and explain the business impact in plain language.
• Leadership skills that create clear expectations, ownership, consistency, and professional development.
• Process improvement and project management skills, including documentation, implementation, and follow-through.
• Excellent judgment, prioritization, negotiation, and cross-functional communication.
• Ability to present concise conclusions and recommendations to leadership.

ABILITIES

• Build and use meaningful key performance indicators to evaluate results and drive action.
• Manage competing priorities across customers, pricing, purchasing, and internal operations without losing accuracy or follow-through.
• Make sound decisions independently within defined authority and elevate issues with a recommended solution.
• Lead change, develop employees, and build repeatable processes that scale with the business.
• Work effectively across departments and maintain a company-wide perspective when resolving issues.

PHYSICAL OR SPECIAL REQUIREMENTS / JOB HAZARDS

• Frequently sit and use the telephone more than six hours per day and walk and stand from occasionally.
• Able to repeatedly use hands and fingers on a computer keyboard, telephone, and other office equipment, and writing.
• Occasionally safely lift or move up to 20 pounds.
• Able to work in an air-conditioned office and warehouse setting.
• Use of proper PPE when entering the warehouse. Vigilant of forklift traffic.

Other duties, assignments, and responsibilities may be assigned from time to time by any member of PACER management.

Pacer is an independent privately owned business that specializes in wire and cable manufacturing in Sarasota, Florida. Since we began manufacturing wire in 1993, our focus has been on producing products that are made to benefit the professionals in the pleasure boat industry. We meet our customers’ needs through excellence in engineering, a knowledgeable sales staff, and an unwavering commitment to customer service. Our values are the driving force behind everything we do. Respect, integrity, diversity and inclusion, teamwork, and the spirit of winning propels our teams to excellence.

PACER provides equal employment opportunities to all team members and applicants and does not discriminate because of ancestry, age, race, color, gender, gender identity, gender expression, religion, sex (including pregnancy), sexual orientation, national origin, disability, military status, or any other legally protected status. Equal employment opportunities is extended to all applicants and team members in all aspects of the employer-employee relationship, including but not limited to, hiring, benefits, promotion, termination, layoff, recall, leaves of absence, compensation, and training.

Pacer expects all team members to follow all company policies, procedures, laws, and regulations to ensure an enjoyable and team work environment for all team members.

Pacer used E-Verify, and well as conducts post-offer drug screen testing and background checks.