Customer Service Manager

CPG Sorting TechnologiesFor nearly five decades, CPG Sorting Technologies has been a leader in the waste and recycling industry, specializing in the design, manufacture, installation, and service of innovative material recovery facilities and advanced sorting machinery. Known for superior engineering, innovative designs, and high-quality, turnkey solutions including both new installations and retrofits the organization is recognized for operating with high integrity and exceptional customer service.Job OverviewWe are seeking an experienced and driven Customer Service Manager to lead our customer service team and ensure exceptional service delivery. This role serves as a key liaison between customers, distributors, and internal teams, helping to improve processes, enhance customer satisfaction, and support overall business goals.The ideal candidate is a strong leader with a background in manufacturing or distribution, who thrives in a fast-paced environment and is passionate about delivering high-quality customer experiences.DutiesLead, mentor, and develop the customer service team to achieve departmental and company goalsEstablish and monitor KPIs related to customer satisfaction, order accuracy, and issue resolutionDevelop and improve customer service processes, policies, and workflowsManage escalated customer issues and ensure timely, effective resolutionCollaborate with Sales, Operations, and other teams to ensure smooth order fulfillmentOversee sales orders, returns, and credit/debit memos within the ERP systemAnalyze customer service data to identify trends and opportunities for improvementDrive continuous improvement initiatives to enhance efficiency and customer experienceSupport service dispatch coordination and scheduling needsPrepare reports and updates for leadership on performance and initiativesQualifications:Bachelor’s degree in Business Administration, Management, or related field (preferred)Minimum 5 years of customer service experience in a manufacturing or distribution environmentAt least 2 years of leadership or supervisory experienceStrong leadership and team development skillsExcellent analytical and problem-solving abilitiesStrong communication and presentation skillsAbility to multitask and prioritize in a fast-paced environmentExperience with ERP systems (EPICOR preferred)Proficient in Microsoft Word, Excel, and OutlookWork TypeRemotePhysical RequiremensAbility to work on a computer for extended periodsAbility to communicate effectively via phone, video, and electronic communicationAbility to perform essential job functions in a remote work environmentReasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.Pay Range$101,000 – $136,000 per year. DepeClassificationExemptBenefitsMedical, Dental, and Vision Insurance401(k) with company matchPaid Time Off (PTO) and Paid HolidaysLife and Long-Term DisabilityEmployee Assistance Program (EAP)Professional development and growth opportunitiesEqual Opportunity EmployerCPG Sorting Technologies is an equal opportunity employer and is committed to creating an inclusive environment for all employees. We consider all qualified applicants for employment without regard to race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, and related medical conditions), gender, gender identity, gender expression, sexual orientation, marital status, national origin, ancestry, citizenship, age, physical or mental disability, medical condition, genetic information, military or veteran status, or any other status protected by applicable federal, state, or local laws, including those protected under the California Fair Employment and Housing Act (FEHA).We provide reasonable accommodations to applicants and employees with disabilities and for sincerely held religious beliefs, in accordance with applicable laws.To learn more about our company, please visit: cpgrp.com