Customer Service Manager

Customer Service Manager – Full-Time

Location: Wilmington, MA

Salary: $120,000–$130,000 annually

Schedule: Monday–Friday, 8:00 AM–5:00 PM

Work Arrangement: Primarily Onsite

Employment Type: Full-Time, Permanent

About The Opportunity The Nagler Group is partnering with a well-established, industry-leading industrial distribution company in Wilmington, MA, seeking an experienced Customer Service Manager to lead and develop a high-performing customer service team.

This is an excellent opportunity for a data-driven, process-oriented leader who thrives in a fast-paced, technical environment and enjoys developing teams, improving operational efficiency, and delivering exceptional customer service.

The ideal candidate will bring strong leadership experience, a background in high-volume order management, ERP systems expertise, and a demonstrated ability to establish KPIs, streamline workflows, and implement process improvements.

Key Responsibilities

• Lead, mentor, and develop a customer service team of approximately 9 employees, fostering accountability, collaboration, and professional growth.
• Oversee daily customer service operations, ensuring accurate and timely order entry, processing, and customer responsiveness.
• Establish, monitor, and report key performance indicators (KPIs), including order accuracy, turnaround times, backlog, productivity, and customer satisfaction.
• Develop, document, and implement standard operating procedures (SOPs), work instructions, and training materials.
• Analyze operational data to identify trends, improve efficiency, and drive continuous improvement initiatives.
• Manage high-volume order processing across an extensive catalog of technical products and SKUs.
• Utilize ERP systems to monitor workflow, improve order accuracy, and support operational reporting.
• Identify opportunities to streamline processes, reduce errors, and enhance the overall customer experience.
• Provide coaching, cross-training, and ongoing performance feedback to team members.
• Partner closely with Sales, Operations, Supply Chain, and Finance to ensure seamless order fulfillment and customer support.
• Review and approve customer requests in accordance with company policies and quality standards.
• Promote a customer-focused culture emphasizing accuracy, responsiveness, and operational excellence.

Qualifications

• 5+ years of experience in customer service, order management, inside sales, or a related operational function.
• 2+ years of supervisory or management experience leading customer service or order management teams.
• Experience managing high-volume order entry and complex product catalogs with numerous SKUs.
• Strong ERP systems experience and proficiency with Microsoft Office, particularly Excel.
• Demonstrated experience developing, tracking, and analyzing KPIs and operational performance metrics.
• Proven ability to create SOPs, improve workflows, and implement process improvements.
• Strong analytical, problem-solving, and critical-thinking skills.
• Excellent leadership, communication, and team-development abilities.
• Ability to collaborate effectively across departments and manage competing priorities.
• Strong attention to detail and commitment to accuracy, quality, and customer satisfaction.
• Experience within industrial distribution, manufacturing, technical products, or supply chain environments strongly preferred.
• Bachelor's degree in Business, Operations, or a related field preferred.

Please email [email protected] if interested in applying.

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