Customer Service Manager

SNI Companies; Jacksonville (FL); On-site; USD 60,000 - 65,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Profit sharing

Annual bonus

Job summary

SNI Companies in Jacksonville, FL seeks a Customer Service Manager to lead a small team and oversee daily B2B operations onsite.

The ideal candidate has 2+ years managing a customer service team in manufacturing/wholesale, handles order processing, escalations, KPI tracking, and cross-functional collaboration with Sales to improve service. Base salary $60,000–$65,000 with annual bonus; medical/dental and profit-sharing eligibility.

Qualifications

• 2+ years of direct customer service team management.
• Experience in manufacturing, distribution, wholesale, or a similar B2B environment.
• Hands-on experience overseeing orders, fulfillment, and issue resolution.
• Ability to establish workflows and drive accountability.
• Strong communication and emotional intelligence.

Responsibilities

• Lead, coach, and develop a team of three Customer Service Representatives.
• Oversee daily B2B customer service operations and order management.
• Support distributors and customers with inquiries and escalations.
• Ensure accurate order processing across a broad catalog of SKUs.
• Collaborate with Sales and other departments to resolve issues.
• Establish expectations, provide feedback, and promote accountability.
• Identify operational challenges and implement process improvements.
• Monitor performance and priorities in CS operations.
• Lead structured meetings focused on problem-solving and improvement.
• Maintain a positive, collaborative environment during changes.

Skills

Emotional intelligence

Team leadership

Interpersonal skills

Problem solving

Process improvement

Tools

Salesforce CRM

Sage ERP

MS Office

Job description

Jacksonville, FL | $60,000–$65,000 + Annual Bonus | Direct Hire | Fully Onsite

About the Opportunity

An established, product-based organization in Jacksonville is seeking an experienced Customer Service Manager to lead a small team and oversee daily B2B customer service operations.

This is an excellent opportunity for a hands-on leader with experience in manufacturing, distribution, wholesale, industrial products, or a similar B2B environment who enjoys developing employees, solving problems, and improving processes.

The ideal candidate brings strong emotional intelligence, sound decision-making, and the ability to introduce structure while building positive relationships with an established team.

• $60,000–$65,000 base salary, with flexibility for exceptional candidates
• Annual company-performance-based bonus opportunity
• Medical and dental insurance
• Profit-sharing eligibility, subject to plan requirements
• Established organization with a positive, collaborative company culture
• Opportunity to take ownership of customer service operations and make a meaningful impact

Key Responsibilities

• Lead, coach, train, and develop a team of three Customer Service Representatives.
• Oversee daily B2B customer service operations, including incoming customer inquiries, order entry, order management, and fulfillment coordination.
• Support distributors and business customers with product inquiries, order discrepancies, shipping concerns, and escalated issues.
• Ensure accurate order processing while managing a broad range of products, SKUs, and part numbers.
• Partner closely with Sales and other departments to resolve customer issues and improve service.
• Establish clear expectations, provide constructive feedback, and promote employee accountability.
• Identify recurring operational challenges, implement process improvements, and develop effective workflows and procedures.
• Monitor customer service performance, operational priorities, and outstanding issues.
• Lead structured team meetings focused on problem-solving, accountability, and continuous improvement.
• Maintain a positive, collaborative environment while implementing operational improvements.

Required Qualifications

• 2+ years of direct customer service team management experience, including employee coaching, training, and performance management.
• Experience in manufacturing, distribution, wholesale, industrial products, or a similar B2B product-based environment.
• Hands‑on experience overseeing customer orders, order processing, fulfillment coordination, and customer issue resolution.
• Demonstrated ability to manage escalated customer concerns and resolve operational problems.
• Experience establishing workflows, improving customer service procedures, and driving accountability.
• Strong interpersonal skills, emotional intelligence, and the ability to lead an established team effectively.
• Proficiency with Microsoft Office, along with experience using customer service CRM or ERP systems.
• Ability to work fully onsite in Jacksonville, Monday through Friday.

Preferred Qualifications

• Hands‑on experience with Salesforce CRM and Sage ERP/accounting software.
• Experience supporting distributors, wholesale customers, or national accounts.
• Familiarity with complex product catalogs, part numbers, SKUs, and order management.
• Experience developing SOPs, monitoring KPIs, and improving departmental processes.
• Experience leading structured operational meetings or working within an EOS environment.
• Stable employment history with demonstrated growth and long‑term commitment.
• Schedule: Monday–Friday, 8:00 AM–5:00 PM, with occasional flexibility as needed
• Work Arrangement: 100% onsite
• Employment Type: Direct Hire
• Compensation: $60,000–$65,000 base salary plus annual bonus opportunity