Customer Service Manager

SUMMARY:  

The Customer Service Manager provides strategic and operational leadership for customer service activities at the Thorp location, ensuring exceptional customer experience, strong team performance, and seamless coordination across departments. This role drives continuous improvement, operational efficiency, employee development, and customer satisfaction through data-driven decision making and proactive leadership

RESPONSIBILITIES :

CUSTOMER SERVICE STRATEGY AND PERFORMANCE

• Establish department goals, service standards, and performance expectations.

• Monitor service metrics and department performance.

• Analyze trends and identify improvement opportunities.

• Develop and maintain operational reports and dashboards.

• Recommend improvements to staffing, processes, and systems.

CUSTOMER EXPERIENCE AND ISSUE RESOLUTION

• Ensure timely, accurate, and professional customer support.

• Manage escalated customer concerns and service issues.

• Oversee issue tracking, follow-up, and resolution processes.

• Identify root causes of recurring customer concerns.

• Support key customer relationships as needed.

OPERATIONAL AND CROSS-FUNCTIONAL LEADERSHIP

• Coordinate customer service workflows across departments.

• Partner with Sales, Production, Purchasing, Engineering, Scheduling, Shipping, and Finance to support customer requirements.

• Improve communication and accountability across functions.

• Develop and maintain procedures, standards, and job aids.

• Lead process improvement initiatives that enhance efficiency and accuracy.

PEOPLE LEADERSHIP AND DEVELOPMENT

• Provide leadership for assigned customer service employees and supervisors.

• Plan, assign, prioritize, and monitor department work.

• Lead hiring, onboarding, coaching, and performance management activities.

• Develop employee skills through training and cross-functional development.

• Foster a culture of accountability, teamwork, and continuous improvement.

PROCESS CONTROL AND ORGANIZATIONAL IMPROVEMENT

• Lead continuous improvement efforts within customer service operations.

• Partner with IT and leadership to enhance systems and processes.

• Standardize workflows and improve process controls.

• Utilize performance data to improve service, quality, and productivity.

• Reinforce organizational values, safety, and operational excellence.

Other Duties

• Perform other duties within the scope of this role as assigned by management in alignment with the employee’s skills and organizational needs.

OBJECTIVES:

• Establish and monitor customer service performance metrics that improve department efficiency, responsiveness, and service quality by year-end.

• Implement at least three process improvements that enhance customer experience, order accuracy, or operational effectiveness by year-end.

• Develop team capabilities through documented cross-training and succession planning for key customer service functions by year-end.

• Improve cross-functional collaboration through standardized communication and escalation processes by year-end.

• Establish clear performance expectations and coaching plans for all direct reports following finalization of the reporting structure by year-end.

COMPETENCIES:

• Delivery – Executes effectively to achieve results despite obstacles.

• Development – Builds capabilities in self and others through continuous learning and coaching.

• Collaboration – Works jointly with others to achieve shared goals.

• Prudence – Exercises sound judgment and care in decision-making, balancing speed with thoughtful analysis.

• Optimization – Uses resources creatively and efficiently.

• Service – Focuses on customer needs and solutions.

QUALIFICATIONS:

Education: Associate degree in Business Administration, Management, Customer Service, or a related field, or an equivalent combination of education and experience.

Experience and/or Training:

• 5+ years of customer service experience in a manufacturing or order-based environment.

• 3+ years of leadership experience with responsibility for employee development and performance management.

• Experience leading process improvement and cross-functional initiatives.

• Experience utilizing ERP or similar business systems.

Licenses/Certificates: None required.

Technology/Equipment:

• Proficiency with Microsoft Office Suite.

• Experience with ERP, CRM, and business reporting systems.

PHYSICAL AND MENTAL DEMANDS:  

Sitting for long periods of time, 6-8 hours per day. Walking, speaking, hearing, and seeing. Listen and observe the environment for hazard prevention. Use hands for tools and typing. Semi-frequently lift up to 15 lbs. Some tasks may require the employee to bend, stoop, twist, and turn.

WORKING ENVIRONMENT:

Indoor office working environment. Office is temperature-controlled all year round. Minimal hazards identified.