Customer Service Manager

AppleOne Employment Services; Fresno (CA); On-site; USD 90,000 - 102,000; Full time

Job summary

AppleOne Employment Services is seeking an experienced Customer Service Manager for a direct hire role in Fresno, CA. You will lead a hands‑on team, develop staff, improve CRM usage and reporting, and partner with Engineering, Quality, Sales, and Operations to drive service excellence.

The ideal candidate has 6–10 years in customer service with leadership responsibilities, experience with Salesforce, strong Excel skills, and a track record of continuous improvement in a manufacturing setting.

Qualifications

• 6–10 years of relevant customer service experience with leadership or management responsibility.
• Experience with CRM platforms such as Salesforce.
• Knowledge of queue management, response time metrics, customer satisfaction, and first-contact resolution.
• Ability to analyze operational and customer data and turn insights into improvements.
• Familiarity with ISO requirements and continuous improvement methodologies.
• Proficiency with Microsoft Office, especially Excel.

Responsibilities

• Lead, coach, develop, and evaluate Customer Service team members to drive accountability and performance.
• Develop, document, and maintain department procedures and service standards.
• Identify process gaps and lead continuous improvement initiatives.
• Leverage CRM platforms to improve reporting and customer engagement.
• Monitor KPIs, resolve escalated issues, and support customer reviews.
• Collaborate with Engineering, Quality and other departments to strengthen product knowledge and audits.

Skills

Leadership

Communication

Team development

Data analysis

Cross-functional collaboration

Customer service operations

Organization

Education

High school diploma or equivalent

Bachelor’s degree (preferred)

Tools

Salesforce

Microsoft Excel

Job description

Job Summary

A growing manufacturing organization in Fresno, CA is seeking an experienced Customer Service Manager for a direct hire opportunity. This role is ideal for a hands‑on customer service leader who enjoys building high‑performing teams, improving processes, strengthening customer relationships, and using data and systems to drive service excellence.

The Customer Service Manager will lead department operations, develop team members, improve CRM usage and reporting, support quality and compliance initiatives, and partner closely with cross‑functional teams including Engineering, Quality, Sales, and Operations. This is a strong opportunity for a motivated leader who values accountability, collaboration, continuous improvement, and a positive customer experience.

The work environment is team‑oriented and focused on operational excellence, service quality, and professional growth. The right candidate will find an opportunity to make a visible impact, improve department structure, support employee development, and contribute to long‑term customer satisfaction.

Key Responsibilities

• Lead, coach, develop, and evaluate Customer Service team members to drive accountability, engagement, performance, and service consistency.
• Develop, document, and maintain department procedures, work instructions, service standards, onboarding programs, and cross‑training plans.
• Identify process gaps and lead continuous improvement initiatives that improve efficiency, communication, response times, and customer satisfaction.
• Leverage CRM platforms and business systems to improve reporting, customer engagement, operational visibility, and team effectiveness.
• Monitor department KPIs, resolve escalated customer issues, support customer business reviews, and implement feedback programs to improve the customer experience.
• Partner with Engineering, Quality, and other departments to strengthen product knowledge, improve troubleshooting, support audits, and maintain ISO and quality system compliance.

Compensation and Benefits

• Salary range: $90,000 to $102,000 per year, depending on experience.
• Direct hire opportunity.

Required Qualifications and Skills

• 6 to 10 years of relevant customer service, client care, or customer support experience, with leadership or management responsibility.
• Experience working with CRM platforms such as Salesforce.
• Strong knowledge of customer service operations, queue management, response time metrics, customer satisfaction, and first‑contact resolution.
• Ability to analyze operational and customer data and turn insights into actionable improvements.
• Knowledge of quality systems, audit processes, ISO requirements, and continuous improvement methodologies.
• Proficiency with Microsoft Office, including strong Excel skills.
• High school diploma or equivalent required.
• Excellent verbal and written communication skills.
• Strong leadership, coaching, team development, and relationship‑building abilities.
• Self‑motivated, organized, and able to act with urgency to support customer needs.
• Ability to collaborate effectively across departments in a manufacturing environment.

Preferred Qualifications

• Bachelor’s degree in Business Administration, Business, or a related field.
• Prior customer service management experience in a manufacturing environment.
• Experience participating in customer scorecard reviews, business reviews, or structured customer engagement initiatives.
• Experience developing training programs, service standards, work instructions, and customer feedback processes.

Equal Opportunity Employer / Disabled / Protected Veterans

The Know Your Rights poster is available here: https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf

The pay transparency policy is available here: https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_ %20English_formattedESQA508c.pdf

For temporary assignments lasting 13 weeks or longer, AppleOne is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.

AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program. https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf

We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment‑qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.