Job Title:  Customer Service Manager

The Customer Service Manager manages and supports the Customer Service team as well as supporting key customers and territories.  The Customer Service Manager will lead and develop the customer services team, introducing strategies and processes to ensure the business is meeting the needs of the customer and creating a reputation for great service, improved communication and constantly looking for ways to improve.

The Customer Service Manager is a self-starter with a customer-friendly approach and a strong work ethic. Must be team oriented, multitask capable, have working knowledge of MS Office products, possess strong verbal and written communication skills, work efficiently and effectively in a fast-paced environment, maintain a professional demeanor in potentially stressful situations, take a proactive approach to problem identification and a creative approach to resolution.

The Customer Service Manager is responsible for leading and supporting the Customer Service team, while also managing relationships with key customers and territories. This role focuses on driving service excellence by implementing effective strategies and processes that align with customer needs and enhance the company’s reputation for outstanding service and communication.

How you will make an impact

• Lead, coach, and inspire the Customer Service team to achieve high levels of performance and engagement.
• Develop and optimize processes that drive efficiency, responsiveness, and continuous improvement.
• Build and maintain strong relationships with key customers and territories, ensuring proactive support and satisfaction.
• Champion a culture of service excellence through clear communication and effective problem-solving.
• Bring a proactive, self-starting attitude with a strong focus on customer needs and service quality.
• Collaborate effectively in a team environment while managing multiple priorities in a fast-paced setting.
• Utilize Microsoft Office Suite confidently and adapt to new technologies with ease.
• Communicate clearly and professionally, both verbally and in writing.
• Maintain composure and professionalism under pressure, demonstrating resilience in challenging situations.
• Identify potential issues early and apply creative, practical solutions to resolve them efficiently.

What You Will Bring to the Team

• Hands-on leadership of the Customer Service team, with a focus on motivation, training, and delivering exceptional service standards.
• Design, implement, and monitor performance metrics across all areas of team responsibility to ensure accountability and excellence.
• Ensure timely and high-quality completion of all team tasks and deliverables.
• Drive continuous improvement by developing and implementing new processes and procedures that enhance team productivity.
• Develop and execute a comprehensive customer service strategy, including clear policies, procedures, and customer feedback/complaint mechanisms.
• Implement tools and measures to assess customer satisfaction and identify opportunities for service enhancement.
• Investigate and resolve complex or long-standing customer issues with professionalism and urgency.
• Manage escalated customer complaints through to resolution, ensuring customer confidence and satisfaction.
• Build and maintain key relationships internally and externally, ensuring compliance with contractual obligations and effective communication.
• Oversee quoting, purchase order review, order entry and maintenance, customer portal management, and issue resolution.
• Collaborate with Sales to align customer service efforts with company goals and customer expectations.
• Ensure compliance with U.S. Export Regulations.
• Lead recruitment efforts and support career development within the Customer Service team.
• Bachelor’s degree in Marketing, Business, or a related field (or equivalent experience).
• 3–5 years of management experience in a manufacturing environment.
• Proven team player with strong communication and interpersonal skills.
• Well-developed problem-solving and organizational abilities.
• Self-directed and able to effectively engage with all levels of the organization.
• Ability to perform under pressure, manage multiple tasks, and meet deadlines.
• Strong computer skills, including proficiency in Word, Excel, and PowerPoint; Oracle experience highly preferred.

Physical Requirements

• Ability to sit or stand for extended periods during meetings, computer work, and facility walkthroughs
• Occasional walking through production areas, which may involve exposure to noise, dust, or temperature variations
• Ability to lift up to 20 pounds occasionally (e.g., moving files, office supplies, or training materials)
• Manual dexterity for computer use, writing, and handling documents
• Visual and auditory ability to observe and communicate effectively in both office and manufacturing environments
• May require occasional bending, reaching, or climbing stairs within the facility