Customer Experience Manager | Cross-Functional Leader

CFS; Morgantown (WV); On-site; USD 75,000 - 85,000; Full time

Benefits offered by this job

Health benefits

401(k) with company match

PTO

Job summary

CFS is seeking a Customer Service Manager in Morgantown, WV, to lead the customer experience across Sales, Operations, Purchasing, and Marketing. The role focuses on driving process improvements that boost satisfaction and business outcomes, and mentoring a growing team.

You will partner with cross-functional leaders to enhance service delivery, strengthen customer relationships, and resolve complex issues while contributing to ERP-driven processes and overall company growth.

Qualifications

• High school diploma required; Bachelor's degree preferred.
• 5+ years of customer service experience.
• Prior customer service leadership or management experience preferred.
• Experience with ERP systems in a manufacturing environment preferred.

Responsibilities

• Oversee daily customer service operations and team workflow.
• Manage customer inquiries related to orders, pricing, invoices, billing, and account management.
• Review and process customer orders while ensuring accurate account information.
• Resolve escalated customer concerns and implement service improvements.
• Collaborate with internal departments to address customer and operational challenges.
• Track service metrics, generate reports, and establish customer service goals.

Skills

Customer service leadership

Cross-functional collaboration

Process improvement

Team mentoring

Education

Bachelor's degree preferred

Tools

ERP systems

Job description

CFS is seeking a Customer Service Manager in Morgantown, WV, to lead the customer experience across Sales, Operations, Purchasing, and Marketing. The role focuses on driving process improvements that boost satisfaction and business outcomes, and mentoring a growing team.

You will partner with cross-functional leaders to enhance service delivery, strengthen customer relationships, and resolve complex issues while contributing to ERP-driven processes and overall company growth.