Customer Service Manager

POSITION SUMMARY

Manage and oversee the day-to-day functioning of customer service unit(s) within the operations and customer-facing arenas. This position is responsible for leading, coaching, and developing the Customer Service team, driving accountability to service standards, and delivering tactical objectives in support of broader departmental goals.

PRIMARY FUNCTIONS

• Define, communicate, and reinforce customer service standards and expectations to support consistent department performance.
• Support continuous improvement in customer service within established department standards.
• Monitor customer service results, identify trends and opportunities, and partner with the Sr. Manager on process improvements, metrics, and change implementation.
• Ensure a positive customer experience that supports sales outcomes and the effective collection of customer information.
• Encourage and support the use of electronic project management methods to improve organization, visibility, and follow-through within Customer Service.
• Provide polished feedback and guidance on complex customer communications to support clarity, consistency, and professionalism in customer-facing messaging.
• Prepare and submit management reports to the Sr. Manager and other internal stakeholders as needed.
• Plan, prioritize, and direct the work of Customer Service staff to ensure appropriate coverage, clear accountability, and effective day-to-day department performance.
• Document customer issues, escalate concerns to Sr. Management and Quality, and help ensure practices are in place to reduce recurring issue trends.
• Resolve complex and escalated customer service issues in a timely and professional manner.
• Foster a positive, team-oriented environment within Customer Service by building trust, encouraging collaboration, and reinforcing shared accountability for department goals and service standards.
• Coach, mentor, and address employee performance, attendance, and development needs within Customer Service, partnering with the Sr. Manager and Human Resources as appropriate.
• Communicate regularly and effectively with managers, directors, Human Resources, and other internal partners.

OTHER FUNCTIONS

• Communicate professionally and effectively with internal and external contacts.
• Demonstrate strong outbound communication skills in customer and market interactions as appropriate.
• Partner with departments across the company to communicate customer service needs and support effective collaboration.
• Any other duties as assigned.

JOB REQUIREMENTS

• BS/BA degree preferred.
• Five years of relevant experience in a related role, equivalent assignments, or a combination of education and experience.
• Strong business acumen, planning and organization, conflict resolution, team building, and the ability to lead and develop employees in a customer service environment.
• Excellent leadership, communication, coaching, and people management skills required, with the ability to set expectations, provide feedback, and build team capability.
• Demonstrated ability to work independently and apply sound judgment in decision-making.
• Ability to contribute as both a team member and a leader in a fast-paced, team-oriented environment.