Customer Service Manager

We are looking for an experienced Customer Service Manager to lead a small, high-performing service team. This is a hands-on leadership role for someone who can balance team oversight with direct account support while helping deliver a strong customer experience for a manufacturer of physical products. The ideal candidate brings strong leadership experience, sound judgment, and the ability to use reporting tools and Excel-based analysis to improve service quality and team effectiveness.

Responsibilities:

• Lead and coach the customer service team, providing day-to-day guidance, performance support, and ongoing development.
• Manage key customer accounts directly while serving as a senior point of contact for complex service needs and order-related questions.
• Oversee order flow and service activity to help ensure accurate, timely processing and a consistent customer experience.
• Review reports and export data for analysis, using business insights to monitor performance, identify trends, and support decision-making.
• Partner with internal departments to resolve customer issues, coordinate priorities, and maintain smooth communication across the business.
• Support brand visibility and customer relationships through participation in trade shows and in-person client interactions when needed.
• Help train team members on processes, systems, and service expectations, including tools such as Salesforce, Rootstock, and Microsoft Office.
• Contribute as a working manager in a hybrid environment, combining leadership responsibilities with direct involvement in daily customer service operations.

This is a permanent opportunity that will pay up to $90,000 depending upon experience. Please apply to Jane Gearhart if interested!

• 10+ years of relevant experience, including significant background in customer service leadership or supervision.
• Demonstrated success managing and developing customer-facing teams in a hands-on operating environment.
• Experience supporting products-based businesses; background in manufacturing industry is strongly preferred.
• Comfort working with reports, exporting data, and performing practical analysis in Excel and other Microsoft Office applications.
• Ability to manage high-value or complex accounts while maintaining strong service standards across the broader team.
• Strong communication and interpersonal skills, including confidence in face-to-face customer interaction and trade show participation.
• Familiarity with CRM or ERP platforms such as Salesforce or similar business systems, with the ability to learn new tools quickly.