Customer Service Manager

• Lead, coach, and develop a customer service team while fostering a high-performance and customer-first culture
• Oversee daily customer service operations, including order processing, inquiries, and issue resolution
• Manage and resolve customer concerns via phone and email, including escalated issues
• Process and oversee RMAs, mis-shipments, and customer contract administration
• Monitor and analyze key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction
• implement improvements as needed
• Collaborate cross-functionally with sales, operations, and supply chain to ensure seamless service delivery
• Identify and implement process improvements to drive efficiency and enhance the customer experience
• Develop and deliver training programs to support team growth and consistency in service standards
• Support CRM/ERP system enhancements and digital transformation initiatives
• Participate in hiring, onboarding, and ongoing development of customer service staff
• Establish and maintain strong relationships with customers and key stakeholders

• Bachelor’s degree in Business, Communications, or a related field preferred
• 6+ years of customer service leadership experience, preferably within a manufacturing, supply chain, or distribution environment
• Experience handling high-volume customer interactions in a B2B environment
• Proficiency with CRM and/or ERP systems
• Process improvement mindset (Lean or continuous improvement experience a plus)
• Data-driven mindset with experience using metrics to guide decisions and improvements
• Excellent communication, problem-solving, and conflict resolution skills
• Ability to work cross-functionally and influence stakeholders at all levels

Lean or continuous improvement experience a plus

• Full benefits package
• 401K with company match after first year of employment
• 3 weeks PTO + paid holidays
• bonus eligible (based on individual and company performance)