Customer Service Manager

POSITION SUMMARY

We are seeking an experienced and results-driven Manager of Customer Service to lead our customer service representative (CSR) team. This role is responsible for overseeing day-to-day operations of a mid-sized call center environment, developing and coaching a high-performing team, and driving exceptional customer experiences in a complex, engineered-to-order (ETO) manufacturing environment. The ideal candidate brings a deep understanding of custom order processes, variable lead times, and technical product inquiries — and knows how to build a team that handles them with confidence and care.

ESSENTIAL RESPONSIBILITIES

Team Leadership & Performance Management

• Lead, coach, and develop a team of Customer Service Representatives in a call center environment of 15–25 agents
• Set clear performance expectations, conduct regular 1:1s, and deliver timely, constructive performance reviews
• Develop and implement training programs to improve product knowledge, order management proficiency, and customer communication skills
• Foster a positive team culture grounded in accountability, continuous improvement, and customer focus

Call Center Operations

• Manage daily call center operations including staffing, scheduling, queue management, and escalation handling
• Monitor and analyze key performance metrics (AHT, FCR, CSAT, abandonment rate, SLA adherence) and drive improvement initiatives
• Develop and maintain standard operating procedures (SOPs) and call-handling guidelines
• Partner with IT and operations leadership on telephony platforms, CRM systems, and workforce management tools

Engineered-to-Order Customer Support

• Serve as the customer-facing escalation point for complex order inquiries, including lead time, configuration changes, order status, and technical clarifications
• Collaborate closely with engineering, production planning, sales, and logistics teams to manage customer expectations and resolve order issues proactively
• Ensure CSRs are equipped to communicate order timelines, change order implications, and customization constraints clearly and accurately
• Champion process improvements that reduce order-related friction and improve on-time delivery communication

Customer Experience & Continuous Improvement

• Own the customer satisfaction program including CSAT/NPS tracking, feedback analysis, and action planning
• Identify trends in customer complaints and order issues; surface root causes and drive cross-functional corrective actions
• Lead or support implementation of new tools, processes, or systems that improve CSR efficiency and customer experience

POSITION SPECIFIC COMPETENCIES

• People Leadership — inspires trust, develops talent, and holds teams accountable with consistency and fairness
• Customer Orientation — relentlessly focused on delivering a positive customer experience even in complex, technical situations
• Operational Discipline — manages metrics, processes, and systems with rigor and a continuous improvement mindset
• Cross-Functional Collaboration — builds strong relationships with engineering, operations, sales, and logistics to solve problems quickly
• Adaptability — thrives in dynamic environments with shifting priorities, order complexity, and evolving customer needs