Customer Service Manager

• Lead daily activities for the customer service team, ensuring consistent coverage, productivity, and service excellence
• Recruit, onboard, and train new team members on service expectations, workflows, and company guidelines
• Provide regular coaching, mentorship, and performance feedback to help employees strengthen their skills and meet goals
• Address complex customer concerns and escalated issues with professionalism, sound judgment, and timely resolution
• Monitor service quality and ensure the team stays current on product information, policy updates, and procedural changes
• Review customer interactions and operational data to identify patterns, track team performance, and support informed decision-making
• Prepare recurring reports for leadership that summarize service results, team metrics, and areas for improvement
• Create and maintain support materials such as knowledge base content, reference guides, and frequently asked questions
• Recommend and help implement process enhancements that improve efficiency, customer satisfaction, and overall team effectiveness
• Contribute to departmental planning by supporting budget awareness, staffing coordination, and other assigned operational needs

• At least 3 years of customer service experience, with demonstrated success in a leadership or supervisory capacity
• Strong background in customer support within logistics, manufacturing, or similarly fast-paced operational environments
• Excellent verbal and written communication skills, with the ability to manage sensitive situations effectively
• Proven ability to lead teams, delegate work, and foster a positive, accountable workplace culture
• Solid understanding of customer service standards, issue resolution practices, and performance management principles
• Strong organizational skills and close attention to detail when handling reports, schedules, and service documentation
• Proficiency with Microsoft Office Suite and other common business applications used for reporting and team coordination
• Bachelor’s degree preferred
• equivalent relevant experience will also be considered

Bachelor’s degree preferred

• medical
• vision
• dental
• life and disability insurance
• 401(k) plan