Customer Service Manager

About the RoleThe Customer Service Manager leads the transformation of customer service into a proactive accountable and customer-focused operation. This role owns end-to-end service performance develops and empowers a high-performing team and establishes consistent processes measures and operating rhythms that improve the customer experience and business results. The manager partners across Sales Operations Supply Chain Logistics Quality and Business Systems to remove barriers resolve root causes strengthen execution and create scalable ways of working. Success requires visible leadership disciplined follow-through sound judgment and a continuous-improvement FunctionsLead coach and develop the customer service team setting clear expectations and building a culture of ownership accountability collaboration and customer customer service performance across the order-to-delivery process ensuring inquiries orders changes and issues are handled accurately consistently and on and execute a customer service transformation roadmap aligned with company strategy customer expectations and operational standard work service expectations escalation paths and operating rhythms that improve consistency visibility and monitor and communicate key performance indicators using data to identify trends address gaps and hold the team accountable for cross-functionally with Sales Operations Supply Chain Logistics Quality Finance and Business Systems to resolve root causes and deliver seamless customer process improvement change management and system implementation efforts that simplify work strengthen controls and improve CRM ERP reporting and analytics tools to improve workload management service visibility decision-making and customer ownership of escalated customer issues coordinating timely resolution clear communication and appropriate follow-through while protecting customer relationships and company team capability through regular coaching performance feedback succession planning cross-training and development a strong understanding of company products services customers policies and systems to support informed decisions and effective & ExperienceEducationBachelors degree in Communications Business or related field is preferred. Years of experience may be considered in lieu of degree. Experience5 years of progressive customer service experience including leadership responsibility preferably within manufacturing distribution or a related success leading teams through operational change process improvement organizational growth or service establishing performance expectations standard work key performance indicators and accountability cross-functional leadership experience with Sales Operations Supply Chain Logistics Quality Finance or Business -driven decision-making skills with experience analyzing service performance operational metrics customer feedback and root ability to coach develop and hold team members accountable while building engagement and customer communication conflict-resolution and negotiation skills for managing escalated issues with professionalism and sound in Microsoft Office Suite and experience with ERP CRM workflow or reporting platforms.