Customer Service Manager

Position Overview

The Customer Service Manager leads the customer service team and is responsible for delivering consistent, responsive, and excellent customer service experience. This role manages day-to-day customer service and oversees logistics operations, develops team capability, resolves escalated customer concerns, and partners with sales, operations, and accounting to improve service performance and customer satisfaction.

Reports to: Director of Operations
Department: Customer Service
Location: Cherry Central office – Traverse City, MI
Employment type: Full-time - Salary

Key Responsibilities

· Hire, train, lead, and develop customer service representatives through regular feedback, training, performance management, and career development.

· Oversee daily customer service activities, including order support, product inquiries, complaints, returns, credits, and service recovery.

· Set service standards and ensure timely, accurate, and professional responses across phone, email, and other customer channels.

· Monitor staffing, workload, schedules, and workflows to maintain appropriate coverage and meet service-level expectations.

· Handle complex or escalated customer issues, identify root causes, and coordinate resolution with internal teams.

· Track and analyze service metrics, customer feedback, recurring issues, and team performance; recommend and implement improvements.

· Develop, document, and maintain customer service policies, procedures, templates, and training materials.

· Partner with sales, operations, supply chain, finance, and other teams to improve order accuracy, product availability communication, and issue resolution.

· Support system, process, and technology improvements that increase efficiency and enhance the customer experience.

· Promote a customer-focused culture while ensuring compliance with company policies, quality standards, and applicable requirements.

Required Qualifications

· Bachelor’s degree in business administration, communications, or a related field, or an equivalent combination of education and relevant experience.

· Three to five or more years of customer service experience, including at least one to three years in a supervisory or team-lead role.

· Demonstrated ability to coach employees, manage performance, and build an engaged, accountable team.

· Strong verbal and written communication, active listening, problem-solving, and conflict-resolution skills.

· Ability to prioritize competing demands, make sound decisions, and remain professional in high-pressure situations.

· Proficiency with customer relationship management systems (CRM), order management systems (ERP), contact center, or similar business systems, as well as Microsoft Office applications.

· Experience using service data and customer feedback to identify trends and improve processes.

· Experience leading system implementations, process redesign, or cross-functional improvement projects.

Core Competencies

· Customer focus and service leadership

· People leadership and coaching

· Clear, professional communication

· Operational planning and organization

· Analytical thinking and sound judgment

· Collaboration and relationship building

· Adaptability and continuous improvement

· Accountability and attention to detail

Working Conditions

This position typically works in an office or hybrid environment and may require occasional schedule flexibility, travel, or extended hours to address customer or operational needs. Reasonable accommodations may be made to enable qualified individuals to perform the essential functions of the role.

Cherry Central Cooperative is an equal opportunity employer. Employment decisions are based on qualifications, merit, and business needs, without regard to any status protected by applicable law.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Work Location: In person