Customer Service Manager

STEEL CRAFT; Hartford (CT); On-site; USD 90,000 - 140,000; Full time

Job summary

STEEL CRAFT is seeking a Customer Service Manager to lead the service function and guide strategic account growth across local offices. You will develop account strategies, mentor the service team, and ensure high client satisfaction and retention.

The role emphasizes leadership, negotiation, and cross-functional collaboration with sales and operations to expand revenue and improve service delivery. Travel may be required.

Qualifications

• Bachelor's degree in Business Administration, Marketing or related field.
• Minimum 10+ years of experience in customer service, account management, sales or business development.
• Strong negotiation skills with a track record of managing large accounts.

Responsibilities

• Lead, coach, and develop the customer service team to deliver exceptional client support and meet performance targets.
• Establish service standards, processes, and training to ensure consistent, high-quality customer interactions.
• Monitor team performance through KPIs and provide ongoing feedback and professional development.
• Serve as senior-level point of contact for key strategic clients and oversee account planning and engagement.
• Drive revenue opportunities through cross-selling, upselling, and contract renewals.

Skills

Strategic thinking

Leadership

Negotiation

Communication

Account management

Education

Bachelor's degree

Tools

Epicor ERP

CRM software

Microsoft Office

Job description

The Customer Service Manager oversees the customer service function while managing key client relationships and driving strategic account growth. This leadership role is responsible for guiding the customer service team, developing account strategies, and ensuring a high level of client satisfaction, retention, and revenue expansion. The position requires strong leadership, strategic thinking, and proven ability to balance customer support with business development objectives.Essential Duties and ResponsibilitiesLeadership & Team ManagementLead, coach, and develop the customer service team to deliver exceptional client support and meet performance targets.Establish service standards, processes, and training to ensure consistent, high-quality customer interactions.Monitor team performance through KPIs and provide ongoing feedback and professional development.Partner with senior leadership to align customer service operations with company goals.Client Relationship & Account ManagementServe as senior-level point of contact for key strategic clients, maintaining strong, trusted relationships.Oversee account planning, client engagement, and long-term relationship management.Resolve escalated client issues promptly and effectively to ensure retention and satisfaction.Collaborate with internal teams to ensure seamless service delivery and alignment with client needs.Revenue Growth & Business DevelopmentDrive revenue opportunities through cross-selling, upselling, and contract renewals.Lead contract negotiations and pricing discussions with strategic clients to secure favorable, long-term agreements.Provide consultative solutions tailored to client objectives, leveraging deep knowledge of company offerings.Track and report account performance, sales pipeline, and forecasted growth to senior leadership.Strategy & Market InsightDevelop and execute account strategies with clear goals for growth, retention, and performance.Analyze market trends, industry developments, and competitor activity to identify opportunities and risks.Provide input to product, marketing, and service teams to enhance offerings and meet evolving client needs.Deliver presentations, training sessions, and strategic business reviews to key clients and stakeholders.Other DutiesPerform additional responsibilities as assigned by leadership. Tasks may be expanded or modified to support evolving business needs.CompetenciesStrategic ThinkingLeadership & CoachingAnalytical & Problem SolvingNegotiation & InfluenceCommunication & Interpersonal SkillsOrganizational & PlanningAdaptabilityMinimum QualificationsEducation: Bachelor's degree in Business Administration, Marketing or a related field.Experience and/or Training:Minimum of 10+ years experience in customer service, account management, sales or business development, ideally with experience managing strategic or high-value accountsStrong negotiation skills, with a proven track record of managing large accounts and closing dealsExcellent interpersonal, communication and presentation skillsAbility to think strategically and understand complex business needs.Experience in consultative selling and developing tailored solutions for clients.Proficiency in ERP/MRP systems (Epicor preferred), CRM software and Microsoft Office (Excel, Word, PowerPoint).Knowledge of the industry and competitive landscapeStrong ability to identify and pursue business opportunitiesAbility to analyze market trends and translate them into actionable strategiesAbility to work independently and as part of a teamAbility to work under pressure and adapt to changing priorities.Physical and Mental DemandsWhile performing the duties of this job, the employee is regularly required to sit and use hands to finger, handle, or touch objects, tools, or controls.The employee frequently is required to talk or hear.The employee is occasionally required to stand and walk.Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus.The employee must be able to lift and or carry up to 10 lbs occasionally.Travel: This position may require travel between local offices and to customer sites, on an as needed basis, with manager approval. The travel will primarily involve visiting other local facilities to collaborate with different teams and support projects across our multiple, local locations and the entire organization.The mental and physical requirements described here are representative of those that must be met by an individual to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.Working EnvironmentWork is performed in a general office environment with limited noise exposure and usually moderate. Noise may be loud when frequenting the production floor. Additionally, there will be occasional exposure to dust, metal debris, changes in ambient temperature, and requires the use of appropriate Personal Protective Equipment (PPE).The work environment characteristics described here are representative of those an individual will encounter while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.