Customer Service Manager

Metric Geo; Cleveland (OH); On-site; USD 75,000 - 105,000; Full time

Job summary

Metric Geo is seeking an experienced Customer Service Manager to lead our customer service team supporting key and strategic accounts within an industrial distribution environment.

This role partners with sales, operations, procurement, and warehouse teams to improve customer experience and operational performance, manage escalations, coach reps, and drive KPI-driven improvements using ERP and CRM systems.

Qualifications

• 5+ years in industrial distribution or a B2B customer service environment.
• Experience leading a customer service or account support team.
• Experience supporting complex industrial products and strategic/key accounts.
• Strong understanding of order management, pricing, freight, billing, and distribution processes.
• Experience with ERP and CRM systems.
• Track record of using KPIs and reporting to improve team performance.

Responsibilities

• Lead, coach, and develop a team of Customer Service Representatives, setting clear expectations and performance standards.
• Oversee customer service activities for key and strategic accounts.
• Act as the senior point of escalation for complex customer issues and ensure problems are resolved quickly and effectively.
• Participate in customer meetings and site visits where required.
• Monitor order activity, service levels, and team performance through KPIs and dashboards.
• Identify and resolve issues related to pricing, freight, margins, billing, credits, and vendor returns.
• Partner with sales, operations, procurement, and warehouse teams to ensure a seamless customer experience.
• Drive effective use of ERP and CRM systems across the customer service team.
• Conduct regular coaching, training, performance reviews, and team meetings.
• Identify opportunities to improve processes, efficiency, and overall service delivery.

Skills

Leadership

KPIs & reporting

ERP & CRM

Cross-functional collaboration

Account management

Tools

ERP systems

CRM systems

Job description

Position Overview

We are seeking an experienced Customer Service Manager to lead a customer service team supporting key and strategic accounts within an industrial distribution environment.

This position will be responsible for managing and developing a team of Customer Service Representatives, overseeing customer escalations, and ensuring a high level of service across complex B2B accounts. The successful candidate will work closely with sales, operations, procurement, and warehouse teams to improve customer experience and operational performance.

Key Responsibilities

• Lead, coach, and develop a team of Customer Service Representatives, setting clear expectations and performance standards.
• Oversee customer service activities for key and strategic accounts.
• Act as the senior point of escalation for complex customer issues and ensure problems are resolved quickly and effectively.
• Participate in customer meetings and site visits where required.
• Monitor order activity, service levels, and team performance through KPIs, scorecards, and operational reporting.
• Identify and resolve issues relating to pricing, freight, margins, billing, credits, and vendor returns.
• Partner closely with sales, operations, procurement, and warehouse teams to ensure a seamless customer experience.
• Drive effective use of ERP and CRM systems across the customer service team.
• Conduct regular coaching, training, performance reviews, and team meetings.
• Identify opportunities to improve processes, efficiency, and overall service delivery.

Candidate Profile

• 5+ years of experience within industrial distribution, customer service, account operations, or a related B2B environment.
• Previous experience leading or managing a customer service or account support team.
• Experience supporting complex industrial products and strategic/key accounts.
• Strong understanding of order management, pricing, freight, billing, and general distribution processes.
• Experience working with ERP and CRM systems.
• Track record of using KPIs, reporting, and performance metrics to improve team performance.
• Strong leadership, communication, decision-making, and problem-solving skills.
• Experience with process improvement and project management is highly desirable.
• Comfortable working cross-functionally with sales, operations, procurement, and warehouse teams.

Ideal Background

The ideal candidate will come from an industrial distribution, industrial equipment, automation, fluid handling, power transmission, MRO, or similar technical B2B environment and will combine strong customer service leadership with a good understanding of distribution operations.