CUSTOMER SERVICE MANAGER

CUSTOMER SERVICE MANAGER
Morgantown, WV
$75,000- $90,000


Our client is seeking an experienced Customer Service Manager to lead the day-to-day operations of the customer service department and ensure a high level of service for both internal and external customers.


This position will oversee and support a team of Customer Service Representatives while serving as a key liaison between customers, Sales, Operations, and other internal departments. The ideal candidate is a strong people leader who is highly organized, customer-focused, and comfortable managing multiple priorities in a fast-paced manufacturing environment.


OVERVIEW OF THE CUSTOMER SERVICE MANAGER ROLE:

• Lead and manage the daily workflow and priorities of the Customer Service department.
• Supervise, coach, and develop Customer Service Representatives to achieve department and company goals.
• Establish, monitor, and track customer service goals and performance metrics.
• Handle escalated customer inquiries, concerns, and complaints, ensuring timely and effective resolution.
• Oversee customer requests related to orders, quotes, invoices, billing, payments, pricing, and company policies.
• Serve as a primary liaison between customers and internal departments, including Sales, Operations, and Accounting.
• Review and help resolve order issues, pricing discrepancies, billing concerns, and other customer-related matters.
• Monitor customer accounts to ensure information, orders, and transactions are accurate and up to date.
• Gather and utilize customer feedback to identify opportunities to improve service and processes.
• Identify and implement process improvements that enhance efficiency and the overall customer experience.
• Ensure customer inquiries and transactions are properly documented and followed through to completion.
• Prepare and analyze customer service reports and performance metrics.
• Assist with training and onboarding of customer service team members.
• Promote a professional, collaborative, and customer-focused environment.
• Ensure department activities are aligned with company policies, procedures, and objectives.

• Bachelor's degree preferred; equivalent experience will be considered.
• 3+ years of customer service experience, preferably within a manufacturing, industrial, or technical environment.
• Previous customer service management or supervisory experience strongly preferred.
• Strong leadership and team-building skills.
• Excellent verbal and written communication skills.
• Strong problem-solving, decision-making, and analytical abilities.
• Highly organized and detail-oriented with the ability to manage multiple priorities.
• Strong customer-service mindset with a commitment to customer satisfaction.
• Proficiency with Microsoft Office, particularly Excel and Word.
• Ability to work effectively with Sales, Operations, Accounting, and other internal teams.