Customer Service Manager

Essential Duties and Responsibilities:

Process Improvement & Systems Management

• Develop, document and maintain department procedures, work instructions and service standard.


• Identify process gaps and lead continuous improvement initiatives that increase efficiency, consistency and service quality.


• Leverage CRM and business systems to improve team effectiveness, customer engagement, reporting and operational visibility.


• Establish and maintain performance metrics and reporting tools to support data-driven decision-making.


• Collaborate with other departments to streamline workflows and improve information flow throughout the organization.

Leadership & Team Development

• Lead, coach, develop and evaluate Customer Service personnel to ensure high levels of performance and accountability.


• Establish individual and departmental goals that align with company objectives.


• Create and maintain employee onboarding, training, cross-training and development programs.


• Conduct regular performance reviews, coaching sessions and career development discussions.


• Foster collaboration, engagement and knowledge sharing within the Customer Service team.

Customer Experience & Service Excellence

• Maintain a high level of customer satisfaction through timely and effective issue resolution.


• Monitor and improve department KPIs, including response times, queue management, customer satisfaction and first-contact resolution.


• Resolve customer escalation and issues beyond representative capabilities.


• Actively participate in customer business reviews, scorecard reviews and customer engagement initiatives.


• Develop and implement customer feedback programs to identify improvement opportunities and improve the customer experience.


• Follow ISO and all other applicable procedures and company policies.


• Perform other duties as required / needed.

Technical Support & Product Knowledge

• Ensure Customer Service personnel possess the product knowledge and troubleshooting skills required to effectively support customers.


• Partner with Engineering and Quality departments to improve technical knowledge, troubleshooting capabilities and issue resolution processes.


• Drive initiatives that improve first-call resolution and reduce unnecessary escalations.

Quality & Compliance

• Participate in internal and external audits as required.


• Maintain compliance with ISO requirements and company policies.


• Assist in developing and monitoring corrective actions related to customer complaints and warranty issues.


• Support continuous improvement efforts withing the organization’s quality management system.

Administrative Responsibilities

• Review and approve employee timecards and schedules.


• Manage departmental staffing requirements and workload distribution.


• Review and respond to customer debit memos and claims.


• Perform other duties and assigned.

Qualifications / Requirements:

• Excellent customer care and focus; ability to assess customer needs and provide answers, paths, troubleshooting help, or methods for a positive customer experience.


• Strong cross-functional collaboration and relationship building skills.


• Strong leadership and team development skills.


• Experience working with CRM platforms such as Salesforce.


• High school degree or equivalent; bachelor’s degree in business administration, business or related field preferred.


• Ability to analyze operational and customer data and translate findings into actionable improvements.


• Excellent verbal and written communication skills.


• Knowledge of quality systems, audit processes and continuous improvement methodologies.


• Proficient in Microsoft Office.


• Must have a strong sense of urgency regarding customer needs.


• Self-motivated and self-directed.

Pay range is $90k to $102K DOE