Customer Service Manager - ENT

We are looking for a Customer Service Manager - ENT to support customer-facing operations for a Contract position based in Charlotte, North Carolina. This role focuses on guiding service activities before and after delivery, helping customers navigate order status, product availability, scheduling, and issue resolution. The ideal candidate brings strong leadership, clear communication, and a practical understanding of operations, logistics, and service quality in a fast-paced environment.

Responsibilities:
• Lead one project team or coordinate several smaller teams to deliver responsive support throughout the customer lifecycle
• Oversee customer inquiries related to order placement, inventory status, delivery timing, and post-sale service needs
• Partner with internal stakeholders across operations, logistics, warehousing, and supply chain functions to resolve service issues efficiently
• Monitor service performance and identify opportunities to improve workflows, response times, and overall customer satisfaction
• Use CRM and enterprise systems such as SAP R/3 to track requests, maintain accurate records, and provide status updates
• Prepare reports, schedules, and service documentation using Microsoft Office applications, including Excel, Word, Outlook, and PowerPoint
• Support coordination of shipping and delivery activities to help ensure products reach customers according to expectations
• Contribute to staffing and team support activities, including coordination related to hiring processes and day-to-day office functions• High school diploma required
• Proven experience in customer service leadership, account support, or project coordination
• Strong verbal and written communication skills with the ability to work effectively with customers and internal stakeholders
• Working knowledge of Microsoft Office Suite, including Excel, Word, Outlook, and PowerPoint
• Experience with CRM platforms and SAP R/3 or similar enterprise systems
• Understanding of operations, logistics, shipping, warehousing, or supply chain processes
• Ability to manage multiple priorities, maintain quality standards, and follow through on scheduling commitments