Customer Service Manager

Position Summary

The Customer Service Manager oversees daily customer service operations, ensuring a high level of service for distributors and end-users while promoting customer satisfaction, retention, and revenue growth. This role provides leadership, training, and coaching to customer service representatives while developing efficient processes, monitoring order fulfillment, managing key accounts, and driving continuous improvement across the department.

Essential Duties and Responsibilities

• Lead, train, and coach customer service representatives to ensure clear expectations, consistent performance, and excellent customer support.

• Coordinate onboarding and training for new hires, including systems, customer service procedures, and product knowledge.

• Oversee daily customer service operations to ensure accurate order processing, timely shipments, and correct invoicing.

• Respond directly to customer inquiries regarding products, pricing, availability, quotes, and order status.

• Monitor open orders and proactively resolve delays or fulfillment issues to meet customer commitments.

• Prepare freight quotes and provide order-related support to distributors as needed.

• Manage national accounts and maintain strong relationships with key customers.

• Review customer scorecards, satisfaction ratings, and service performance metrics; implement corrective actions when necessary.

• Evaluate and improve customer service processes, reporting practices, and departmental procedures to increase efficiency and service quality.

• Develop, document, and maintain standardized workflows and procedures to support consistent departmental operations.

• Collaborate with internal teams to resolve customer concerns and support business objectives.

Qualifications and Experience

• High school diploma or equivalent required; some college coursework in written composition preferred.

• Previous customer service experience, including leadership, supervisory, or team management responsibilities.

• Advanced proficiency in Microsoft Office, including Excel, Word, Outlook, and PowerPoint.

• Experience with CRM systems and business software; familiarity with Sage and Salesforce preferred.

• Strong understanding of customer service operations, order management, and customer relationship development.

Knowledge, Skills, and Abilities

• Leadership and Development: Ability to motivate, train, and develop team members while maintaining accountability and high service standards.

• Customer Focus: Commitment to resolving customer concerns, building lasting relationships, and improving customer satisfaction.

• Communication: Excellent verbal and written communication skills, with the ability to communicate professionally, diplomatically, and effectively.

• Organization and Time Management: Ability to prioritize multiple responsibilities, manage deadlines, and maintain strong attention to detail.

• Problem-Solving: Ability to identify service issues, investigate root causes, and implement practical solutions.

• Process Improvement: Ability to evaluate workflows, develop procedures, and use reporting and performance data to improve efficiency.

• Teamwork and Collaboration: Ability to build productive relationships across departments and work effectively with internal and external stakeholders.

• Adaptability and Initiative: Self-motivated, proactive, and comfortable working independently while supporting team goals.

Compensation

The anticipated annual salary range for this position is $60,000–$65,000, depending on experience and qualifications.

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