Customer Service Manager

Job Overview The Customer Service Manager will lead our Account Management Department and mentor our Account Management Team with a focus on providing world‑class customer service. The Customer Service Manager has overall responsibility for the performance of the Account Management Department. Additional responsibilities will include entering customer orders and forecast on a weekly basis, managing customer open orders, resolving issues, facilitating customer requests, and coordinating on‑time delivery. The Customer Service Manager will work to build and maintain a win‑win relationship with customer contacts through both phone and email correspondence and help solve day‑to‑day issues. Job Functions Leadership, Resources, & Team Development Foster a customer centric, results driven culture emphasizing ownership, responsiveness, and cross functional collaboration Develop talent through coaching, performance management, succession planning, and clear career development pathways Align individual goals with team and company objectives; conduct performance reviews and provide ongoing feedback Evaluate staffing needs, allocate workload effectively, maintain cross training depth, and ensure coverage and continuity Serve as the senior escalation point for complex customer issues and act as the voice of the customer in cross functional leadership discussions Act as the “voice of the customer” at the leadership level, representing customer impact in cross functional discussions Operational Management & Daily Execution Lead and oversee day to day Account Management and customer service operations across all service channels Ensure timely, professional customer communication and effective resolution of escalations and complaints Build strong cross functional partnerships to resolve service issues impacting the customer experience Manage team capacity and workload to maintain service continuity during demand fluctuations or disruptions Ensure operational readiness during supply constraints, system outages, logistics challenges, or customer transitions Strategy, Planning & Performance Management Develop, refine, and enforce customer service policies, procedures, and operating standards Establish service goals and performance metrics; analyze results and coach the team toward continuous improvement Translate customer feedback and performance data into actionable insights and recommendations for leadership Identify growth opportunities, operational efficiencies, and cost to serve reduction initiatives. Lead customer related transformation efforts, including technology improvements and service model enhancements, in partnership with cross functional teams Customer Service & Experience Ownership Own the end to end customer service experience, ensuring consistent, professional handling of inquiries and escalations Define and maintain customer communication standards for delays, disruptions, pricing changes, and policy updates Champion proactive communication to manage expectations and minimize surprises Strengthen long term customer relationships through effective service recovery, accountability, and continuous improvement Process Improvement & Risk Management Identify systemic service issues and customer risk drivers through root cause analysis and trend reporting Lead continuous improvement initiatives to improve efficiency, reduce errors, and lower cost to serve Partner cross functionally to proactively identify and mitigate customer risks related to supply, invoicing, or operational changes Customer Service Responsibilities Enter customer sales orders Process EDI orders and forecast Enter/import customer forecast Manage all open orders/complete customer open order reports Proactive reach out to customers regarding issues/delays Handle customer-initiated requests Build strong customer relationships and work towards win-win solutions Other duties as assigned #J-18808-Ljbffr Ebco Inc