<p>Position Summary</p> <p>The Customer Service Manager is responsible for leading the day-to-day customer service operations at a single facility. This role is highly hands on, working closely with the team to ensure an excellent customer experience, accurate order processing, and strong communication with sales, operations, and other internal partners. The manager will coach and support the team while also personally handling escalated issues, monitoring performance, and ensuring that service levels meet business expectations. This position requires a strong customer focused mindset, solid leadership skills, and the ability to build a positive and productive team environment.</p> <p>Responsibilities</p> <p>Own Daily Performance</p> <ul> <li>Manage and track key KPIs including phone volume, email response time, and overall customer interactions </li><li>Ensure service-level targets are consistently achieved </li></ul> <p>Real-Time Operations Management</p> <ul> <li>Monitor team performance throughout the day and make adjustments as needed (workload balancing, prioritization, escalation support) </li><li>Maintain visibility to ensure speed and responsiveness standards are met </li></ul> <p>Team Leadership & Coaching</p> <ul> <li>Lead, coach, and develop a team of customer service representatives </li><li>Improve individual and team performance across speed, quality, and consistency </li><li>Provide ongoing feedback, training, and performance management </li></ul> <p>Drive Accountability</p> <ul> <li>Set clear expectations and hold the team accountable to performance standards </li><li>Address performance gaps quickly and effectively </li><li>Reinforce a culture of ownership, urgency, and customer focus </li></ul> <p>Process & Continuous Improvement</p> <ul> <li>Identify inefficiencies and implement improvements to enhance customer experience and team productivity </li><li>Standardize best practices across the team </li><li>Work closely with all cross-functions including Operations, Purchasing, Engineering, Warranty, Outside Sales & Leadership </li></ul> <p>Minimum Qualification</p> <ul> <li> <p>BS/BA preferred (Business, Logistics, or related field) or significant experience.</p> </li><li> <p>5-7 years -experience in Customer Service Manager or Supervisor or similar customer facing role.</p> </li><li> <p>Proven ability to manage performance against KPIs in a fast-paced environment</p> </li><li> <p>Strong leadership presence with ability to coach and develop teams</p> </li><li> <p>Highly organized with the ability to manage real-time of enthusiasm</p> </li><li> <p>Excellent communication and problem-solving skills</p> </li><li> <p>Solid experience in call control, account development, and time management.</p> </li><li> <p>Excellent knowledge of management methods and techniques.</p> </li><li> <p>Strong knowledge of sales principles, methods, practices, and techniques.</p> </li><li> <p>Strong problem identification and objection resolution skills.</p> </li><li> <p>Awareness of industry's latest trends and applications as it pertains to customer service.</p> </li><li> <p>Able to build and maintain lasting relationships with customers.</p> </li></ul>