Customer Service Manager-CO4075

Customer Service Manager

Capstone is a North American supply chain solutions partner with over 650 operating locations, 22,000 associates, and 60,000 carriers. We specialize in freight management, warehouse and distribution center support, last-mile delivery, supply chain analytics, optimization, and more. Our integrated, end-to-end logistics solutions uniquely position us to help partners reduce warehousing and transportation costs.

Position Summary

The Customer Service Manager is responsible for overseeing customer service operations within a distribution center environment, ensuring effective communication, timely issue resolution, and consistent service delivery. This position serves as a key liaison between the customer, warehouse operations, and internal departments to support operational efficiency, customer satisfaction, and overall business objectives.

The Customer Service Manager provides leadership and direction to customer service personnel, establishes service expectations, monitors performance, and drives continuous improvement initiatives to enhance the overall customer experience.

Essential Duties and Responsibilities

• Oversee daily customer service operations to ensure timely, accurate, and professional support for internal and external customers.
• Serve as a primary point of contact for customer inquiries, escalations, service concerns, and operational updates.
• Lead, coach, develop, and evaluate customer service associates to ensure consistent performance and accountability.
• Establish and monitor customer service performance metrics, including response times, issue resolution, accuracy, and service levels.
• Collaborate with warehouse operations, inventory control, transportation, and other departments to resolve service-related issues.
• Ensure accurate and timely communication regarding order status, shipment discrepancies, inventory concerns, and operational exceptions.
• Develop, implement, and maintain customer service procedures, workflows, and standard operating procedures (SOPs).
• Identify opportunities to improve customer service processes, operational efficiency, and communication between departments.
• Manage escalated customer concerns and coordinate appropriate corrective actions to prevent recurring issues.
• Monitor customer service reporting, identify performance trends, and provide updates to site leadership.
• Support customer meetings, operational reviews, and service performance discussions as needed.
• Ensure compliance with company policies, customer requirements, and established operational procedures.
• Partner with site leadership to align customer service activities with overall distribution center objectives.
• Assist with staffing, scheduling, training, and performance management of customer service personnel.
• Perform other duties as assigned.

Qualifications and Requirements

Education:

• Equivalent combinations of education and relevant professional experience may be considered.

Experience:

• 3–5 years of experience in customer service, logistics, distribution, supply chain, or a related operational environment preferred.
• Previous leadership or supervisory experience preferred.
• Experience supporting customer accounts within a warehouse or third-party logistics (3PL) environment strongly preferred.

Knowledge, Skills, and Abilities:

• Strong leadership, coaching, and team development skills.
• Excellent written and verbal communication skills.
• Ability to manage customer relationships and resolve escalated service concerns professionally.
• Strong organizational, analytical, and problem-solving abilities.
• Proficiency in Microsoft Office applications, including Excel, Outlook, and Teams.
• Familiarity with warehouse management systems (WMS), order management systems, or related logistics technology preferred.
• Understanding of distribution center operations, inventory management, and order fulfillment processes.
• Ability to analyze performance metrics and implement service improvements.
• Strong attention to detail and commitment to accuracy.
• Ability to prioritize multiple responsibilities in a fast-paced operational environment.
• Ability to collaborate effectively with customers, site leadership, and cross-functional teams.

Physical and Work Environment Requirements

• Ability to work in both office and warehouse environments.
• May require occasional standing, walking, and observation of distribution center operations.
• Must comply with all company and site-specific safety policies and procedures.
• Flexibility to support operational requirements outside standard business hours when necessary.

Key Performance Expectations

• Customer satisfaction and service level performance.
• Timely resolution of customer inquiries and operational escalations.
• Accuracy and effectiveness of customer communications and reporting.
• Development, engagement, and performance of customer service personnel.
• Continuous improvement of customer service processes and procedures.
• Effective collaboration with warehouse operations and site leadership.
• Compliance with customer requirements and company operational standards.

Position Scope

This is a management-level position responsible for the daily direction, performance, and continuous improvement of customer service functions within an assigned distribution center. The position may include direct supervision of customer service associates and accountability for staffing, performance management, service delivery, and operational coordination.

The Customer Service Manager works closely with site leadership to ensure customer service objectives align with overall operational and business goals.