Customer Service Manager

Forge Search; Greenville (SC); On-site; USD 60,000 - 90,000; Full time

Job summary

Forge Search is seeking a Customer Service Manager in Greenville, SC to oversee daily customer service activities and ensure timely, accurate support. This role coordinates orders, deliveries, and returns, working with logistics partners and internal teams to meet customer demand.

You will manage a team, mentor staff, and build strong customer relationships while maintaining precise records and forecasting needs to support supply chain planning.

Qualifications

• Experience in customer service, support, or related field.
• Experience leading or coordinating a team is preferred.
• Strong customer relationships and communication skills.
• Excellent organizational and time-management abilities.
• Familiarity with ERP systems; SAP experience is a plus.

Responsibilities

• Oversee day-to-day customer service activities and guide the team.
• Respond to inquiries professionally and promptly.
• Prioritize and delegate inquiries for timely resolution.
• Direct inquiries to the appropriate internal teams when needed.
• Process customer orders accurately in internal systems.
• Coordinate deliveries and provide shipping updates.
• Collaborate with warehouses, transport providers, and logistics partners.
• Track shipments and update customers on status.

Skills

Customer service

Team leadership

Organization

Multitasking

ERP systems

Tools

SAP

Job description

Our client is seeking a Customer Service Manager who is responsible for overseeing day-to-day customer service activities while ensuring customers receive timely, accurate, and professional support. This position manages customer inquiries and orders, coordinates deliveries, works closely with internal teams and external logistics partners, and helps ensure customer demand is effectively communicated to the supply chain team.

Essential Duties & Functions

• Manage day-to-day customer service activities and provide guidance and support to team members.
• Respond to customer inquiries, requests, and concerns in a professional, timely, and solutions-focused manner.
• Prioritize and delegate customer inquiries and tasks to ensure timely resolution.
• Direct inquiries to the appropriate internal team members when additional support or expertise is required.
• Process customer orders accurately and ensure order information is properly entered and maintained within internal systems.
• Coordinate customer deliveries and communicate order and shipping updates as needed.
• Work closely with external warehouses, transportation providers, and other logistics partners to support timely and accurate deliveries.
• Track shipments and provide customers with delivery status and tracking information.
• Manage returns, refunds, order discrepancies, and other customer service issues through resolution.
• Handle customer complaints, identify appropriate solutions, and follow up to ensure issues have been resolved satisfactorily.
• Identify and assess customer needs and provide accurate information and appropriate solutions.
• Build and maintain strong customer relationships through consistent, professional, and proactive communication.
• Maintain accurate records of customer interactions, account information, order activity, and related documentation.
• Monitor customer requirements and prepare customer demand forecasts to support supply chain planning.
• Collaborate with internal departments to communicate customer needs, order requirements, and potential service issues.

Qualifications

• Previous experience in customer service, customer support, client services, order management, sales support, or a related field.
• Previous experience leading, supervising, or coordinating the work of others preferred.
• Strong customer service skills with a demonstrated ability to build and maintain positive customer relationships.
• Strong organizational, time management, and prioritization skills.
• Ability to manage multiple customer requests, orders, and priorities simultaneously.
• Experience processing customer orders and coordinating deliveries or shipments preferred.
• Experience working with warehouses, transportation providers, freight carriers, or other logistics partners preferred.
• Experience working with ERP systems; SAP experience is a plus.
• Ability to accurately maintain customer, order, and account records.
• Ability to work collaboratively with customer service, supply chain, logistics, sales, and other internal teams.

For confidential consideration, email [e-mail] or apply directly!