Customer Service Manager

Forza Management; Council Bluffs (IA); On-site; USD 55,000 - 85,000; Full time

Job summary

Forza Management is seeking a Customer Service Manager to serve as the operational backbone of our customer experience. You will own order entry accuracy, manage all customer cases in Salesforce from open to close, and run the canister return program end-to-end while coordinating with sales, purchasing, and production to keep customers informed.

The role emphasizes disciplined documentation, proactive communication, and a solutions-first mindset to ensure fast, accurate, and professional

Qualifications

• Disciplined Salesforce documentation on every order, case, and customer communication.
• Active, ahead-of-due-date management of the canister return program.
• Effective liaison work across sales, purchasing, and production so nothing stalls between departments.

Responsibilities

• Enter all customer orders accurately and on time with precise details.
• Own all assigned support cases from open to close in Salesforce and ensure timely responses.
• Manage the canister return program end-to-end, including tracking and processing returns.
• Serve as a professional point of contact for customer inquiries via calls, emails, and case submissions.
• Coordinate with sales, operations, and logistics to keep orders on schedule and communicate delays.
• Follow up on past-due payments and assist accounts receivable when needed.

Skills

Salesforce

Customer service

Cross-functional collaboration

Process discipline

Communication

Tools

Salesforce CRM

Job description

POSITION SUMMARY

The Customer Service Manager is the operational backbone of Forza's customer experience — the first line of contact for order entry, issue resolution, and day-to-day support. This seat owns every support case from open to close, keeps order entry accurate, and runs the canister return program end to end. It is a high-accountability, detail-oriented role, and it exists so that every customer interaction with Forza is fast, accurate, and professional without the customer ever having to chase it.

ESSENTIAL DUTIES & RESPONSIBILITIES

Order Entry & Accuracy

• Enter all customer orders accurately and on time — order entry errors are not acceptable and must be minimized through attention to detail and process discipline.
• Verify product, quantity, pricing, ship-to address, and requested delivery date before submission.
• Confirm order receipt with customers and proactively communicate expected ship dates or delays — do not wait for the customer to follow up.
• Coordinate with operations and logistics to keep orders on schedule; flag fulfillment issues immediately and communicate resolution timelines to the customer.
• Maintain accurate order records in Salesforce — every order interaction, change, or exception must be documented.

Case Management — Salesforce

• Own all assigned support cases in Salesforce from open to close — no case goes unattended, no case goes dark.
• Respond to all new cases within defined response-time standards, with urgency and professionalism regardless of complexity.
• Accurately categorize, prioritize, and document all case activity — notes must be specific, current, and actionable.
• Own follow-through and customer communication on any case that requires coordination with sales, operations, or technical resources including escalation cases.

Canister Return Program

• Own and manage the canister return program end-to-end — tracking, returns, and processing.
• Maintain an accurate, up-to-date log of every canister in the field: customer, quantity, date deployed, and expected return date.
• Proactively contact customers ahead of due dates and follow up on overdue accounts — do not wait for returns to become a problem.
• Coordinate return logistics with customers and operations; confirm receipt and update Salesforce upon return.

Customer Communication & Support

• Serve as a professional, knowledgeable, and responsive point of contact for customer inquiries.
• Handle inbound calls, emails, and case submissions with urgency and a solutions-first mindset — the customer's problem is your problem until it is resolved.
• Communicate proactively on order status, case updates, and return program activity — customers should never have to ask for a status update.

Cross-Functional Coordination

• Serve as the liaison between sales, purchasing, and production for customer orders that require internal coordination — own the communication flow and keep the customer informed throughout.
• Manage and track order-related escalations involving purchasing or production — follow through on commitments and ensure nothing falls through the cracks.
• Work closely with Inside Sales so order and case information stays aligned and customers get consistent communication across every touchpoint.

Accounts Receivable Follow-up and Recovery

• Manage customer payment submissions of checks and credit cards to ensure accuracy and status updates.
• Manage past-due customer payments (phone and email).

WHAT THIS ROLE REQUIRES

• Disciplined Salesforce documentation on every order, case, and customer communication.

• Active, ahead-of-due-date management of the canister return program.
• Effective liaison work across sales, purchasing, and production so nothing stalls between departments.