Customer Service Manager

The Customer Service Manager leads and unifies customer service operations for Unichem Specialty Chemicals across five locations in three states. This role owns consistent service delivery, order management, and issue resolution across all sites, while directly supervising site-based Team Leads/Senior CSRs and partnering closely with Sales, Supply Chain/Logistics, Quality, and Operations to ensure customers receive accurate, timely, and compliant support at every touchpoint.

Key Responsibilities

• Oversee the end-to-end customer service process (order entry, order status, pricing, delivery scheduling, returns, and claims) across all 5 locations.
• Own resolution of escalated customer complaints and service failures, coordinating with Sales, Logistics, Quality, and Operations as needed.
• Define and enforce standard operating procedures (SOPs) so customers receive a consistent experience regardless of which location serves their account.
• Ensure accurate and timely distribution of Safety Data Sheets (SDS), Certificates of Analysis (COA), and hazardous materials shipping documentation in line with DOT/IATA/IMDG requirements as required.
• Monitor and report on service KPIs (order accuracy, on-time delivery, response time, backorder rate, CSAT/NPS) across all sites and drive corrective action where targets are missed.
• Administer and optimize use of ERP/CRM systems for order management and customer records, ensuring data consistency across all 5 locations.
• Lead continuous improvement initiatives to standardize workflows, reduce cycle time, and eliminate site-to-site variation.
• Manage the customer service department's operating budget and staffing plan.
• Serve as the primary escalation point for key accounts and act as liaison between customers and internal departments (Sales, Supply Chain, Regulatory).

Team Leadership & Multi-Site Management

• Directly supervise the Customer Service Team Lead/Senior CSR at each of the 5 locations; indirectly oversee all customer service representatives at those sites.
• Standardize hiring, onboarding, training, and performance review processes across all locations so every site operates against the same bar.
• Set staffing levels and coverage plans that account for PTO, peak volume, and time-zone differences across the 3 states, ensuring no location is ever without coverage.
• Conduct regular one-on-ones with site Team Leads and periodic in-person site visits to each location.
• Lead recurring multi-site team meetings to share performance results, surface best practices from top-performing sites, and align on process changes.
• Partner with HR on recruitment, performance management, coaching, and disciplinary actions for customer service staff at each site.
• Identify and resolve inconsistencies in how policies (pricing exceptions, expedited shipping, claims handling) are applied from site to site.

Qualifications

Required Qualifications

• Bachelor's degree in Business, Supply Chain Management, Communications, or a related field, or an equivalent combination of education and experience.
• 10+ years of progressive customer service experience, including at least 3 years in a supervisory or management role.
• Experience in the chemical, industrial, or specialty manufacturing/distribution industry strongly preferred.
• Demonstrated experience managing teams that are geographically dispersed across multiple sites.
• Proficiency with ERP and CRM platforms (e.g., SAP, Oracle, NetSuite, Salesforce, or similar).
• Familiarity with hazardous materials shipping regulations and SDS/COA documentation is a plus.
• Proven track record of improving service-level metrics and leading cross-functional process improvement initiatives.
• Valid driver's license and ability to travel to company locations as required.

Knowledge, Skills & Abilities

• Strong leadership skills with proven ability to build cohesion and consistency across remote, multi-site teams.
• Excellent verbal and written communication skills, including with customers, plant/site staff, and senior leadership.
• Strong conflict resolution and problem-solving skills; able to de-escalate and resolve high-stakes customer issues.
• Analytical mindset with the ability to track, interpret, and act on service KPIs across multiple sites.
• Working knowledge of chemical industry documentation requirements (SDS, COA, hazmat shipping paperwork) preferred.
• Proficiency in Microsoft Office (Excel, PowerPoint) and modern ERP/CRM platforms.
• Strong organizational skills and ability to manage competing priorities across sites and time zones.
• Sound judgment and decision-making under pressure, with a consistent commitment to safety and regulatory compliance.