Customer Service Manager
Position Summary
The Customer Service Manager is responsible for managing day-to-day customer service activities while directly supporting customers and leading the Customer Service team. This is a hands-on leadership role that balances customer interaction, order management, problem resolution, and team supervision to ensure a high level of customer satisfaction, accuracy, responsiveness, and operational efficiency.
The Customer Service Manager serves as both a working manager and team leader, actively handling key customer accounts, supporting escalated customer concerns, and coaching and developing Customer Service Representatives. This role works closely with Sales, Operations, Production, Supply Chain, Quality, and other internal teams to ensure customer needs are met and issues are resolved in a timely and professional manner.
Key Responsibilities
Customer Service and Account Support
Process customer orders, quotations, and inquiries accurately and efficiently.
Serve as the primary point of contact for key customer accounts and escalated customer concerns.
Resolve issues related to orders, pricing, shipments, returns, product availability, delivery schedules, and other customer service matters.
Maintain regular communication with customers regarding order status, delivery timing, changes, delays, and other relevant updates.
Ensure customer requests are addressed promptly, professionally, and in accordance with company standards.
Build and maintain positive working relationships with customers through timely follow-up, clear communication, and effective problem resolution.
Support customer retention by ensuring consistent service quality and responsiveness.
other duties as assigned
Team Leadership
Supervise, support, and provide day-to-day direction to Customer Service Representatives.
Provide training, coaching, feedback, and guidance to support employee performance and development.
Monitor workload distribution to ensure adequate coverage and timely response to customer needs.
Conduct performance evaluations and support employee development plans.
Reinforce company expectations related to accuracy, professionalism, communication, responsiveness, and accountability.
Foster a collaborative, customer-focused, and solutions-oriented team environment.
Address performance or conduct concerns in partnership with Human Resources, as appropriate.
Operational Management
Monitor order entry accuracy, response times, and other customer service performance metrics.
Develop, document, and improve customer service procedures, workflows, and best practices.
Coordinate with Sales, Operations, Production, Supply Chain, Quality, and other departments to resolve customer issues and support business needs.
Assist with forecasting customer demand and identifying potential service or supply challenges.
Identify opportunities to improve customer service processes, reduce errors, and improve communication across departments.
Support effective communication between customers and internal teams to ensure customer requirements are understood and met.
Escalate significant customer issues, service concerns, or operational risks to management as appropriate.
Reporting and Performance Monitoring
Track and report key customer service metrics, including order accuracy, responsiveness, backlog, customer complaints, and service levels.
Analyze customer trends, complaints, recurring issues, and service performance.
Recommend corrective actions and continuous improvement initiatives.
Prepare reports and updates for management as needed.
Support management in evaluating customer service performance and identifying opportunities for improvement.
Qualifications
Education
Associate’s or Bachelor’s degree in Business, Communications, Supply Chain, or a related field preferred.
High school diploma / GED required
An equivalent combination of higher education, training, and relevant experience may be considered.
Experience
Minimum of five years of customer service experience required.
Minimum of two years of supervisory, team lead, or people leadership experience required
Experience in manufacturing, industrial products, distribution, or B2B customer service environment preferred.
Experience working with ERP and CRM systems is required.
Skills and Competencies
Strong customer relationship management skills.
Proven ability to lead, coach, and develop team members.
Excellent verbal and written communication skills.
Strong organizational, prioritization, and multitasking skills.
Ability to manage competing priorities in a fast-paced environment.
Strong problem-solving, conflict-resolution, and decision-making skills.
High attention to detail and accuracy.
Ability to work cross-functionally with Sales, Operations, Production, Supply Chain, Quality, and other internal and external teams.
High level of proficiency with Microsoft Office, including Excel.
Ability to use ERP, CRM, order management, and customer service systems effectively.
Professional judgment, discretion, and the ability to handle sensitive customer and business information appropriately.
Ability to travel occasionally as business needs require.
Ability to work in office
Other
Work Environment
This position primarily works in an office environment within a manufacturing business. The role requires frequent interaction with employees, customers, and cross-functional departments. The position may occasionally require time in production, areas, where the employee may be exposed to noise, moving equipment, machinery, dust, temperature changes, and other conditions commonly found in a manufacturing environment.
Physical Requirements
The physical requirements described below are representative of those that must be met to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Ability to sit, stand, and walk for extended periods of time.
Ability to use a computer, keyboard, mouse, telephone, and other office equipment for extended periods.
Ability to communicate verbally and in writing with employees, customers, vendors, and other business contacts.
Ability to read, review, and interpret documents, reports, order information, customer communications, and system data.
Ability to occasionally bend, stoop, reach, and move throughout office and operational areas.
Ability to occasionally lift, carry, push, or pull up to 25 pounds.
Ability to occasionally access production, warehouse, or shop floor areas, which may require the use of required personal protective equipment.
Additional Responsibilities
Perform other duties as assigned to support the needs of the department and business.
Follow all company policies, procedures, safety rules, and work instructions.
Maintain regular and reliable attendance.
Support a work environment that promotes accountability, teamwork, professionalism, and customer focus.
Job Description Statement
This job description is intended to describe the general nature and level of work being performed by employees assigned to this position. It is not intended to be an exhaustive list of all duties, responsibilities, qualifications, or working conditions associated with the role. The company reserves the right to modify, add, or remove duties and assign other responsibilities as needed.
Reasonable Accommodation Statement
The company is committed to providing reasonable accommodations to qualified individuals with disabilities, unless doing so would create an undue hardship. Employees who require an accommodation to perform the essential functions of the position should contact Human Resources.
Employment Statement
Employment with the company is at-will, meaning either the employee or the company may terminate the employment relationship at any time, with or without notice, and with or without cause, subject to applicable law.
Employment is contingent on passing a reference check, background check, and drug screening.
No phone calls or recruiters please.
Equal Employment Opportunity (EEO) Statement
Evantic is an Equal Opportunity Employer. We do not discriminate based on race, color, religion, creed, national origin, ancestry, sex, pregnancy, gender identity or expression, sexual orientation, age, disability, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local laws. Evantic is committed to creating an inclusive and respectful workplace for all employees.
