Customer Service Manager

Salary: $85,000 - $120,000

Key responsibilities include: Lead and develop the customer service team, including coaching, performance management, and employee development Establish department goals, service standards, and performance expectations Monitor customer service metrics and use performance data to identify opportunities for improvement Develop operational reports and dashboards to track department performance Manage escalated customer concerns and ensure timely resolution Identify root causes of recurring customer issues and implement solutions Improve customer service workflows, procedures, and process controls Partner cross-functionally with Sales, Production, Purchasing, Engineering, Scheduling, Shipping, Finance, and other departments Lead process improvement initiatives focused on efficiency, accuracy, and customer experience Improve communication and accountability across departments Support hiring, onboarding, training, and succession planning for the customer service team Partner with leadership and IT to improve systems and processes Foster a culture of accountability, collaboration, continuous improvement, and customer service

Qualifications: 5+ years of customer service experience within a manufacturing or order-based environment 3+ years of leadership experience, including employee development and performance management Experience leading process improvement and cross-functional initiatives Strong analytical skills with the ability to use data and metrics to drive decisions and improve performance Strong communication and relationship-building skills Ability to collaborate effectively across multiple departments and levels of an organization Experience working with ERP or similar business systems Proficiency with Microsoft Office Experience with CRM and business reporting systems is a plus Associate degree in Business Administration, Management, Customer Service, or a related field preferred; equivalent experience will be considered This is an excellent opportunity for someone who has built a strong foundation in customer service leadership and is looking for a role where they can develop a team, improve processes, drive performance through data, and have a broader impact across the organization. If you’re interested in learning more about this opportunity, please apply or reach out to molly.raymond@connectsearchllc.com!