NorthStock is a growing ecommerce distributor of commercial and industrial HVAC equipment and replacement parts. Since 2003, we have provided HVAC professionals with the products they need to keep facilities operating.
We are seeking an experienced Customer Service Manager to lead our customer service function while remaining actively involved in day-to-day customer support. This is a full-time, in-office position located in Southborough, MA.
We are looking for a tech-savvy, customer-focused leader with excellent telephone and communication skills who can take ownership of customer service operations, resolve complex customer issues, develop team members, and ensure customers receive prompt and professional support.
This is a hands-on management position. The Customer Service Manager will work directly with customers by phone and email while also managing escalations, training, procedures, workload, and day-to-day customer service decisions. The position will work closely with our Order Processing team to ensure customers are supported throughout the order lifecycle.
This role is ideal for someone who enjoys solving problems, developing people, improving processes, and taking ownership of customer service performance in a growing company.
Responsibilities
- Lead the day-to-day operations of the Customer Service department.
- Provide hands-on customer support by phone and email.
- Ensure customer inquiries and issues are addressed promptly, accurately, and professionally.
- Manage escalated customer issues and make appropriate day-to-day decisions to resolve them.
- Assist customers with order status, returns, replacements, refunds, warranty issues, delivery problems, and other post-order concerns.
- Coordinate with the Order Processing team and suppliers to resolve customer and order issues.
- Monitor customer service workload and ensure outstanding issues are followed through to resolution.
- Train, coach, and support customer service team members.
- Assist with recruiting, onboarding, and training new team members.
- Establish clear expectations and hold team members accountable for performance, reliability, and adherence to procedures.
- Develop, maintain, and improve customer service procedures and documentation.
- Identify recurring problems and implement process improvements to reduce customer issues and improve efficiency.
- Ensure customer interactions, issues, and resolutions are accurately documented in company systems.
- Handle multiple software platforms, tasks, emails, and phone calls in a fast-paced environment.
- De-escalate difficult situations and resolve customer concerns with professionalism and sound judgment.
- Work closely with company leadership to identify opportunities to improve the overall customer experience.
Requirements
- 5+ years of customer service, service coordination, order management, inside sales support, or related experience.
- Prior experience supervising, leading, training, or mentoring customer service employees.
- Excellent telephone skills and strong customer service instincts.
- Excellent verbal and written communication skills.
- Demonstrated ability to independently manage and resolve complex customer issues.
- Strong leadership, coaching, and decision-making skills.
- Ability to accurately document customer interactions, issues, and resolutions.
- Advanced computer skills and the ability to quickly learn new software systems.
- Experience using ERP software platforms.
- Strong organizational skills and attention to detail.
- Ability to prioritize effectively and manage multiple responsibilities in a fast-paced environment.
- Process-oriented mindset with experience identifying and implementing improvements.
- Dependable and punctual attendance.
- Distribution, manufacturing, industrial, HVAC, plumbing, electrical, or related industry experience preferred.
Job Type: Full-time
Pay: From $80,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Education:
Experience:
- Customer Service Manager: 5 years (Required)
Ability to Commute:
- Southborough, MA 01772 (Required)
Work Location: In person
