Customer Service Front Office Manager

Rsgroup; Michigan; Hybrid; USD 70,000 - 90,000; Full time

Job summary

A leading company is seeking a Customer Service Front Office Manager to coordinate a medium-sized team, ensuring high-quality customer service. The role involves setting team goals, optimizing resources, and fostering a collaborative culture. Ideal candidates will have strong leadership skills and experience in customer service management.

Qualifications

• 5+ years' experience in team management, ideally in Customer Service.
• Fluent in English; confident with MS Office, especially Excel.

Responsibilities

• Lead daily operations and support your team in delivering excellent service.
• Set and monitor team goals (daily, weekly, monthly).
• Handle complex customer issues and maintain strong relationships.

Skills

Leadership

Customer Focus

Problem Solving

Tools

MS Office

Job description

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Customer Service Front Office Manager

Location: Sesto San Giovanni, MI, IT, 20099

Brand: RS Group

Function: Customer Services

Work Location: Sesto San Giovanni, MI - Hybrid working pattern

Role Overview

In this role, you will coordinate and support a medium-sized team to deliver outstanding customer service. You’ll foster a collaborative, customer-focused culture, ensuring our Front Office provides consistent, high-quality support in line with our company standards and values.

Key Responsibilities

1. Lead daily operations and support your team in delivering excellent service
2. Set and monitor team goals (daily, weekly, monthly)
3. Collaborate with the UK Centre of Expertise on service KPIs
4. Plan team workloads and optimize use of tools and technology
5. Prioritize tasks and ensure resources are aligned to business needs
6. Foster engagement and support team development through coaching
7. Handle complex customer issues and maintain strong relationships
8. Ensure SLA and KPI compliance through best practices
9. Review and improve internal processes with a continuous improvement mindset

Impact of the Role

The Customer Front Office Manager drives a high-performing, motivated team, ensuring excellent service delivery and strong customer relationships. By aligning operations with business goals and fostering continuous improvement, they contribute to a measurable and lasting impact.

Candidate Profile

• 5+ years' experience in team management, ideally in Customer Service
• Strong leadership, customer focus, and problem-solving skills
• Fluent in English; confident with MS Office (especially Excel)
• Familiar with KPIs, process optimization, and project coordination
• Analytical mindset and experience in B2B or international environments

About RS Group

RS Group is a global leader in industrial design, manufacturing, and maintenance solutions, providing over 800,000 stocked industrial products. Our team of experts delivers solutions daily to address customer challenges across design, procurement, inventory, and maintenance, aiming to provide seamless service and exceptional procurement experiences.

We are committed to our core values: We are one team. We deliver brilliantly. We do the right thing. We make every day better. These values unite our approximately 9,000 global colleagues and shape our future.

Together, we can make great things happen. Aim for amazing and beyond!