Customer Service Manager

Job Description

Job Description

CSafe is looking for a  Customer Service Manager  to join our world class global customer service team at our  World Headquarters in Monroe, Ohio ! Standard work hours will be 8 a to 5p EST.   You will lead a regional Customer Service team, holding accountability for day-to-day service delivery, team performance, talent development, and customer satisfaction across North American and Latam region. You will be an active operational leader who is present in the business, involved in escalations, developing their supervisors, managing senior customer relationships, and contributing to the global Customer Service strategy set by the Director. You will also ensure the standards, processes, and tools are executed consistently across the region. This position reports to the Director of Customer Service.

CSafe offers the most comprehensive suite of thermal shipping solutions for pharmaceutical cold chain shipping needs around the world, ensuring patients receive the medicines and treatments they need. With operations in more than 70 locations worldwide, CSafe delivers industry-leading products across active and passive bulk air cargo, parcel, cell and gene, and specialty last-mile use cases. Our team operates with curiosity, humility, accountability, and entrepreneurial spirit to deliver on our vision and mission.

Day to Day Operations & Service Delivery

• Maintain active oversight of regional operations, staying close to team workload, queue status, and daily performance to identify issues early and support the Customer Service Supervisors in addressing them.
• Chair or attend daily order fulfilment reviews and operational stand ups; ensure the team is on track against SLA commitments and step in directly where senior involvement is needed to unblock issues.
• Own regional SLA accountability alongside the Supervisors, while day to day SLA management sits with Supervisors, the Manager is responsible for ensuring the conditions exist for SLAs to be met and for intervening when they are at risk.
• Manage staff to resolve complex or contentious questions regarding open or closed sales orders and leasing agreements.
• Review customer purchase orders against contracts or quotations for accuracy; oversee the team's order entry, confirmation, and tracking processes and ensure standards are maintained across the region.
• Liaise with manufacturing, engineering, logistics, accounting, and commercial teams on open orders, field unit management, and cross functional issues; assist in expediting orders to meet customer requirements.
• Oversee the tracking of leased and available units in the regional field; ensure customers are contacted proactively to arrange renewals or inspections and that lease records are kept accurate and current.
• Review and approve invoices and order acknowledgements for customers; work with finance to resolve discrepancies in a timely manner.
• Ensure regional compliance with CSafe's Service Model Operating Procedures, document control standards, and ERP and CRM system requirements; hold Supervisors accountable for team adherence.

Escalations & Quality

• Act as the senior escalation point for the region, owning and resolving high visibility, strategically significant, or complex cross functional customer issues, coordinating across internal functions and, where appropriate, engaging directly with customers to bring issues to resolution.
• Monitor regional quality trends, reviewing CSAT and QA data at a regional level and working with Supervisors to address performance gaps through coaching, process improvement, or resource adjustment.
• Ensure the team maintains quality responses to customer enquiries; oversee proper escalation and communication processes and intervene directly where standards are not being met.

People Leadership & Development

• Lead, develop, and manage direct reports (Customer Service Supervisors) through regular one to ones, structured performance reviews, and individual development plans; hold Supervisors accountable for delivering against their KPIs and building capable teams beneath them.
• Build and maintain a high performance, customer first culture across the regional team, fostering accountability, continuous learning, and recognition at every level.
• Identify talent, support career development, and contribute to succession planning within the regional team; actively support internal progression through the CSafe career framework.
• Lead regional recruitment; ensure new hires across all levels are set up for success with structured onboarding and probationary support delivered through the Supervisor layer.
• Recommend headcount changes to the Director of Customer Service based on capacity data, performance trends, and business growth; provide supporting data, analysis, and rationale.

Customer & Cross Functional Relationships

• Serve as a trusted senior point of contact for key customers in the region, partnering with the commercial team to address relationship level issues, support long term retention, and enhance the customer's overall experience.
• Build and maintain strong cross functional relationships with sales, finance, and product support teams, representing the Customer Service function's needs and priorities in cross functional forums and meetings.

Strategy Contribution & Governance

• Execute the global Customer Service strategy set by the Director of Customer Service within the region; translate strategic priorities into clear regional goals and ensure Supervisors understand and are working toward them.
• Contribute actively to global CS strategy by sharing regional insights, performance data, customer feedback, and improvement recommendations with the Director of Customer Service.
  Partner with the other regional Customer Service Managers to ensure consistency of standards globally and share best practice across regions.
• Contribute to global policy and SOP development as directed by the Director; act as the regional change sponsor for new processes, systems, or initiatives.
• Complete special projects and additional responsibilities as required by the business.

What You’ll Bring

• Bachelor’s degree in Management, Business Administration, or a related field, or an equivalent combination of education and relevant experience.
• 7+ years of customer service experience, including a minimum of 3 years in a people management role with responsibility for supervisors or team leads in a customer-facing operations environment.
• Demonstrated experience managing day-to-day service operations — including escalation handling, order management, SLA oversight, and quality monitoring — alongside developing and leading a team of managers or supervisors.
• Proven track record of resolving complex, cross-functional, and high-visibility customer escalations at a senior level.
• Strong experience managing customer relationships at an account level, including partnering with commercial teams to support retention and satisfaction.
• Ability to analyze regional performance data, identify trends, and translate findings into concrete operational or development actions.
• Proven ability to build, develop, and retain high-performing teams across multiple locations and work arrangements (site-based, hybrid, and remote).
• Strong cross-functional collaboration skills; able to influence and build relationships with sales, logistics, finance, engineering, and product teams.
• Familiarity with ERP systems including Sage X3 and CRM platforms such as Zendesk, Kustomer, or Salesforce; proficient in Microsoft Office 365.
• Excellent verbal and written communication skills, including the ability to develop and present comprehensive reports and conduct difficult conversations with internal and external stakeholders.
• Strategic mindset with strong problem-solving and critical thinking skills; able to exercise sound judgement and discretion in complex or ambiguous situations.
• Strong conflict resolution skills and the ability to manage effectively across all levels of the organization.
• English fluency required; other language skills a plus.
• Experience in a pharmaceutical cold chain, leasing, or technical support environment is desirable but not required.

Why Join Us

At CSafe, we foster an exciting, collaborative, and inclusive work environment that promotes personal and professional growth. We encourage feedback, foster trust, and support a culture of inclusion where everyone’s voice matters. Be part of a growing industry by joining a forward-thinking team in the rapidly expanding temperature-controlled shipping sector.

• Competitive and Comprehensive Health Benefit Package
• Paid Time OFF (PTO) starting at 25 days plus Paid Holidays
• Employee Assistance Program
• Travel Assistance Program
• Financial Wellness Program
• Tuition Reimbursement
• Paid Parental Leave
• Referral Bonus Program
• Gym Membership Reimbursement
• Training & Development Opportunities
• International Exposure: Gain experience working with a team spread across 19 countries
• Career Growth Opportunities

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.