Customer Service Manager

Extension, Inc; Franklin (WI); On-site; USD 60,000 - 80,000; Full time

Job summary

A leading service provider is seeking a Customer Service Manager in Franklin, WI. This role requires 4+ years of experience, preferably in manufacturing, and a focus on optimizing customer service processes. The ideal candidate will manage staffing and training while building effective customer relationships. Knowledge of ERP and CRM systems is needed to ensure an exceptional customer experience. Competitive compensation is offered for this direct-hire opportunity.

Qualifications

• 4+ years of Customer Service Manager experience required.
• Manufacturing experience is essential.
• Knowledge of configurable product lines is a must.

Responsibilities

• Enhance workflows and processes for improved customer service.
• Manage staffing and training of customer service representatives.
• Build strong customer relationships and resolve issues effectively.
• Advise management on service quality and process improvements.

Skills

Customer Service Management

Problem-solving

Collaboration

Continuous Improvement

Education

Associates or Bachelor's in Accounting or Business

Tools

Microsoft Office Suite

ERP systems

CRM systems

Job description

Extension is seeking a Customer Service Manager for a direct-hire opportunity with a client located in Franklin, WI.

Job Summary:

The Customer Service Manager is responsible for leading and continuously improving customer service operations to ensure an exceptional customer experience while supporting company growth and operational efficiency. This role focuses on optimizing workflows, implementing best practices, leveraging technology, and developing talent to enhance service quality and accuracy. The Customer Service Manager oversees staffing, training, and performance management of the customer service team, ensuring adequate coverage and strong product, system, and communication knowledge. This position builds and maintains strong customer relationships by proactively resolving issues, advising management on service and process improvements, and acting as a key liaison between customers and internal teams.

Responsibilities:

• Continuous improvement of customer service process through enhancing workflows, utilizing best practices, leveraging technology, and securing best talent to accomplish goals.
• Manages staffing to ensure adequate capacity and support and trains subordinates on products, parts, system operation, and proper communication procedures.
• Builds and maintains customer relationships by solving customer problems to the mutual benefit of the customer and company.
• Advises management of areas of improvement in service, sales, shipping, and other complaints received by customers.
• Works with customers by phone and/or email to ensure orders are entered accurately by verifying part number, pricing, and delivery needs.
• Maintains customer records and special pricing agreements.
• Monitors CSR activity and error rates to identify training and performance issues and implement corrective actions or systems improvements as needed.
• Collaborates with manufacturing, engineering, quality, and accounting teams to ensure customer satisfaction.

Qualifications:

• 4+ years of Customer Service Manager experience
• Manufacturing experience is required
• Associates or Bachelors in Accounting or Business
• Experience with configurable product lines.
• Working knowledge of Microsoft Office Suite, ERP systems, and CRM systems.

We’re looking forward to connecting with you and are excited to help you make your next career move!