Customer Service Manager

The Customer Service Manager is responsible for the strategic leadership and operational performance of the Customer Service function across multiple locations. This role ensures consistent, high-quality customer experience through the effective management of people, processes, and systems.

The position defines departmental strategy, establishes performance standards, and drives continuous improvement initiatives. As a key cross-functional partner, this role ensures alignment between Customer Service and Sales, Engineering, Operations, and Business Applications & Systems Teams to support business objectives and customer outcomes.

What you'll be doing

Leadership & Team Management

Lead a multi-site Customer Service organization

Establish clear performance expectations and accountability across regions

Drive employee engagement, development, and retention

Strategy & Business Alignment

Define and execute Customer Service strategy aligned with organizational priorities

Partner with cross-functional leaders to support commercial and operational objectives

Represent Customer Service in business initiatives and transformation efforts

Operational Performance

Oversee end-to-end customer service and order management performance

Ensure standardization and compliance with established processes and policies

Address and resolve operational risks impacting service delivery

Process & Systems Improvement

Lead continuous improvement initiatives to enhance efficiency and scalability

Act as a key stakeholder in CRM, ERP, and tool enhancements

Support adoption of new processes and technologies across the team

Performance & Reporting

Establish and monitor KPIs and service metrics

Use data to drive performance improvements and inform decision-making

Ensure delivery against departmental goals

Customer & Stakeholder Management

Serve as an escalation point for complex customer issues

Partner with Sales and key stakeholders to support customer retention and growth

Maintain strong internal and external relationships

Who you'll be working with

This role operates in a highly cross-functional environment, requiring strong collaboration and alignment across key business functions. The National Customer Service Manager partners closely with both internal teams and external stakeholders to ensure seamless and consistent customer experience.

Internal stakeholders:

• Sales
• Application Engineering
• Operations & Supply Chain
• Finance
• IT / Digital / CRM teams
• Quality & Compliance
• External stakeholders:
• Customers and key accounts
• Distribution partners
• Third-party representatives

This is what you'll need to be successful in this role

• Success in this role requires a balance of strategic leadership and operational expertise. The ideal candidate brings strong business acumen, the ability to influence across functions, and a demonstrated track record of driving performance through people, process, and systems.
• 5+ years of Customer Service leadership experience in a B2B business model
• Experience in manufacturing or industrial environment
• Strong strategic and operational management capabilities
• Proven ability to influence and collaborate with cross-functional stakeholders
• Experience managing customer service operations, including order management workflows
• Strong analytical, problem-solving, and decision-making skills
• Excellent communication and relationship management skills
• Experience with ERP and CRM systems
• Bachelor's degree or equivalent experience

Preferred Attributes

• Customer-focused mindset with a continuous improvement approach
• Ability to lead change and drive adoption of new processes and systems
• Strong organizational and prioritization skills
• Collaborative leadership style
• High attention to detail