Customer Service Manager

Must live within 60 minutes of a Rehrig Pacific Company's facility in Atlanta GA, Buckeye AZ, Dallas TX, Desoto KS, Erie PA, Kenosha WI, or Orlando FL.

Purpose of Role

Lead and develop the Customer Service team to deliver exceptional & consistent customer experience across all Rehrig Pacific products and services. This role is accountable for building a high-performance, customer-obsessed culture through coaching, continuous improvement, and cross-functional collaboration. The Customer Service Manager serves as the strategic bridge between Sales and Operations, ensuring the voice of the customer drives decision-making while balancing operational capabilities. This leader will champion service innovation, embed accountability at every level, and set the standard for best-in-class service delivery in a manufacturing environment.

Areas of Accountabilities

Team Leadership & Development

• Build, coach, and develop a high-performing team of Account Specialists who support Sales-owned accounts through order management, issue resolution, and customer communication taking full ownership of service delivery and measurable results.
• Set clear performance expectations and standards aligned to departmental KPIs (service levels, CSAT, response time, customer retention).
• Create individualized development plans and provide regular, constructive feedback that accelerates growth.
• Foster a culture of accountability, empowerment, and continuous learning where team members hold themselves and each other to high standards.
• Effectively onboard new team members, ensuring rapid time-to-competency on systems (Salesforce, JD Edwards), processes, and service standards.

Customer Service Operations

• Manage day-to-day execution of customer service activities to ensure accurate order processing, timely response, and effective issue handling.
• Ensure achievement of key performance metrics, including service levels, response time, order accuracy, and customer satisfaction.
• Maintain standard work, processes, and systems to support reliable and consistent service delivery.
• Champion a proactive (vs. reactive) service model that anticipates customer needs and exceeds expectations.

Customer Experience & Process Excellence

• Own and continuously improve end-to-end customer service processes, eliminating complexity and reducing friction across all touchpoints.
• Identify recurring issues and implement systemic solutions that prevent recurrence not just resolve symptoms using structured problem-solving methods (A3, PDCA).
• Leverage data and reporting to surface insights, track performance trends, and drive evidence-based improvements (Visual Controls).
• Identify performance gaps and implement process improvements to increase efficiency, consistency, and customer effort reduction.

Customer Advocacy & Cross-Functional Coordination

• Serve as the voice of the customer across the organization, ensuring customer insights inform strategic and operational decisions.
• Coordinate seamlessly between Sales, Operations, and customers to balance expectations with operational capabilities and ensure on-time, accurate deliveries.
• Facilitate clear and consistent communication between teams to support fulfillment and resolve issues requiring coordination across functions.
• Provide proactive communication to customers and internal stakeholders regarding products, programs, and service updates.
• Build and maintain strong relationships at all organizational levels, including executive leadership, with the confidence to challenge the status quo.

Issue Resolution & Service Recovery

• Lead escalation management, ensuring complex customer issues are resolved swiftly, professionally, and at root cause.
• Design and implement service level standards focused on response times, resolution targets, and customer effort reduction.
• Identify root causes of recurring issues and implement corrective actions to prevent recurrence.
• Proactively identify barriers and process gaps; lead cross-functional initiatives to implement lasting solutions.
• Monitor and refine systems and procedures to minimize incidents and improve first-contact resolution rates.

Knowledge, Skills, and Experience

• Bachelor's degree from an accredited four-year institution
• 3+ years leading customer service teams in a manufacturing, supply chain, or logistics environment
• 8+ years of progressive customer service or sales experience with a demonstrated track record of improving service outcomes
• Track record of implementing customer experience transformation initiatives
• Proven ability to coach, develop, and retain high-performing teams
• Demonstrated ability to improve service performance through process and team leadership
• Experience managing workforce planning, scheduling, and training in a fast-paced, multi-channel service environment with remote or multi-location teams
• Strong written and verbal communication skills with the ability to influence at all organizational levels
• Experience working cross-functionally with Sales and Operations
• Proficiency with CRM platforms (Salesforce preferred) and ERP systems (JD Edwards preferred)
• Ability to manage travel requirements of 20% airline travel
• Must be located within 1 hour of a Rehrig Pacific manufacturing plant facility