Customer Service Manager (Englewood)

Position SummaryThe Customer Service Manager is responsible for leading a team of Customer Service Representatives to ensure accurate, timely processing of all incoming orders, resolution of customer inquiries and concerns, and coordination of daily outbound shipments (60–120 packages per day). This role serves as the central hub between customers, sales, and operations, ensuring a high-quality customer experience while maintaining operational efficiency and accountability.Key ResponsibilitiesTeam Leadership & DevelopmentLead, coach, and develop a team of 6 Customer Service RepresentativesSet daily, weekly, and monthly performance expectationsMonitor individual and team KPIs (order accuracy, response time, issue resolution, etc.)Conduct regular 1:1s, performance reviews, and training sessionsFoster a culture of accountability, responsiveness, and teamworkOrder ManagementOversee all incoming orders (email, phone, EDI, online, etc.)Ensure orders are entered accurately and processed in a timely mannerResolve order discrepancies, pricing issues, and fulfillment challengesPartner with sales and operations to prioritize and expedite orders as neededCustomer ExperienceManage and resolve escalated customer concerns and complaintsEnsure prompt response times and high customer satisfactionDevelop and maintain service standards and communication protocolsIdentify trends in customer issues and implement corrective actionsReturns & Issue ResolutionOversee returns (RMA process), credits, and replacementsEnsure timely resolution of product issues and customer claimsPartner with operations/quality teams to address root causesTrack and report return reasons and trendsShipping CoordinationCoordinate daily outbound shipments (60–120 packages/day)Ensure accurate documentation, labeling, and shipping method selectionWork closely with warehouse/logistics teams to meet ship deadlinesTroubleshoot shipping delays, carrier issues, and delivery exceptionsProcess Improvement & SystemsIdentify opportunities to improve workflows, efficiency, and accuracyMaintain and optimize use of CRM/ERP systems (e.g., NetSuite, etc.)Develop and document standard operating procedures (SOPs)Support implementation of new tools, automation, or reporting systemsQualifications3–7+ years of customer service or operations experience1–3+ years in a leadership or supervisory roleExperience in manufacturing, distribution, or order fulfillment environment preferredStrong problem-solving and conflict resolution skillsExcellent communication (written and verbal)Experience with ERP/CRM systems (NetSuite, Salesforce, etc.)High attention to detail and ability to manage multiple prioritiesPreferredExperience with shipping platforms (UPS, FedEx, freight systems)Lean / process improvement backgroundEQUAL OPPORTUNITY EMPLOYERWe are equal opportunity employers. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin ancestry, military status, veteran status, marital status, gender identity or expression, transgender status, citizenship, sexual orientation, age (40 and older), disability (except where the disability prevents the individual from being able to perform the essential functions of the job and cannot be reasonably accommodated), protected veteran status, age, or any other protected characteristic under federal, state or local law.