Job Description

Customer Service Manager

✈️ Travel Required: Midwest location every 4–6 weeks

🏭 Industry : Manufacturing

🕒 Full-Time | Onsite

A rapidly growing manufacturing organization located in Montgomery County, PA is seeking a Customer Service Manager to lead, inspire, and develop a dedicated team of Customer Service Representatives (CSRs). This full-time, onsite leadership role plays a critical part in ensuring a seamless and exceptional customer experience by serving as the key liaison between the customer service team and cross-functional departments including Sales and Plant Operations.

We are looking for a strategic thinker and hands-on leader who is passionate about team development , continuous improvement , and customer satisfaction . This is a highly visible role with the opportunity to build, refine, and implement innovative processes that truly make a difference.

🔑 Key Responsibilities:

• Lead, coach, and mentor a team of Customer Service Representatives, fostering a high-performance and customer-centric culture.
• Collaborate closely with Sales and Plant Leadership to ensure smooth execution of orders and a superior customer journey.
• Develop and implement business plans and operational strategies to support revenue growth and service excellence.
• Manage customer issue resolution processes from end to end, ensuring timely and effective outcomes.
• Strengthen relationships with key clients and act as a trusted partner in supporting their success.
• Establish and enforce standard operating procedures (SOPs) for consistent, high-quality customer interactions.
• Create and manage key performance indicators (KPIs), dashboards, and regular reporting for both the team and executive leadership.
• Own the recruitment, onboarding, training, and ongoing professional development of team members.
• Regularly audit service metrics to ensure accuracy and deliver actionable insights.

🎓 Education & Experience:

• Minimum 5+ years of experience in sales or customer service management .
• Proven track record of leading and developing inside sales and/or customer service teams , ideally within a manufacturing environment .
• Strong communication, organizational, and problem-solving skills.
• Experience in building scalable processes and implementing SOPs a plus.

💼 Benefits:

• 401(k) + Company Match
• Comprehensive Health, Dental & Vision Insurance
• Tuition Reimbursement
• Paid Time Off (PTO)
• Career Growth Opportunitie

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