About this role

Lead and develop the Customer Service team to deliver exceptional customer experience
Build a high-performance, customer-obsessed culture through coaching and collaboration
Ensure operational capabilities balance with customer insights for decision-making
Champion service innovation and set the standard for best-in-class delivery
Manage day-to-day execution of customer service activities for accurate order processing
Own and improve end-to-end customer service processes to reduce friction
Serve as the voice of the customer across the organization
Lead escalation management and swift issue resolution

Bachelor's degree from an accredited four-year institution
3+ years leading customer service teams in a manufacturing, supply chain, or logistics environment
8+ years of progressive customer service or sales experience
Proven ability to coach, develop, and retain high-performing teams
Strong written and verbal communication skills
Experience working cross-functionally with Sales and Operations
Proficiency with CRM platforms (Salesforce preferred) and ERP systems (JD Edwards preferred)
Ability to manage travel requirements of 20% airline travel

Customer Service Manager

Key skills