Customer Service Manager
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About The Position
The Customer Service Manager (Complex) is responsible for providing overall direction and leadership to the customer support team over multiple facilities (typically 2 to 3) to ensure superior service. This role involves interacting with the planning, manufacturing, shipping, and sales organizations to ensure proper support is provided and to problem-solve customer issues and solutions. The manager will coach and counsel representatives to enhance customer relationships and service, managing all aspects of performance for the department including one-to-ones, objective and goal setting, and development plans. The position aims to improve efficiency, profitability, and customer satisfaction by implementing service and operations strategies. Additionally, the manager will act as a front-line decision maker, managing major and significant customer accounts, some having enterprise agreements, and will provide significant process and/or product expertise as a subject matter expert resource for other team members. Responsibilities also include the receipt and processing of requests for price quotations, purchase orders, order changes, adjustments, and cancellations.
