Customer Service Manager

Customer Service ManagerMost customer service leadership jobs are really about babysitting inboxes and tracking tickets. This one is about building a team that customers trust and internal teams rely on.Youll lead a small group responsible for quotes, order entry, customer communication, returns, and escalations but the real job is creating a faster, more accountable customer experience across the business. Youll work closely with sales, purchasing, warehouse operations, and accounting to keep orders moving and customers informed.This role is for someone who likes solving problems, improving processes, coaching people, and stepping in when things get messy.What Youll OwnLead, coach, and develop a customer service teamCreate structure, accountability, and clear expectationsImprove processes that help the team move faster and reduce errorsTrack performance metrics like response times, order accuracy, backlog, and on-time deliveryHandle escalated customer issues including shipping problems, pricing disputes, and order delaysOversee order flow including returns, credits, RMAs, and backordersPartner with sales, purchasing, warehouse, and accounting teams to keep customers updated and orders movingMaintain accurate ERP and CRM dataHelp build SOPs and operational consistency across the departmentConduct performance reviews, manage schedules, and support hiring/training effortsAct as the go-to resource for complex customer situations and internal order-entry questionsWhat Success Looks LikeCustomers get answers quickly and accuratelyOrders move through the system with fewer issues and delaysThe team operates with urgency, accountability, and consistencyInternal departments trust your team to executeProblems get solved before they become bigger problemsWhat You BringExperience leading or mentoring a customer service or order management teamBackground in distribution, manufacturing, industrial products, or wholesale environmentsStrong understanding of order flow and customer communicationComfort working inside ERP systems like Epicor, NetSuite, SAP, Prophet 21, or similar platformsAbility to balance coaching with being hands-on when neededStrong organizational skills and attention to detailConfidence handling difficult customer conversations professionally and calmlySomeone who naturally improves processes instead of just working around themThe EnvironmentThis is an operational business. Things move quickly. Priorities change. Customers need answers. The right person will enjoy being in the middle of the action and helping create structure without slowing the business down.Industrial distribution experience is helpful, but not required.