Customer Service Manager

CSafe Global; Monroe (OH); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Paid holidays

PTO 25 days

EAP

Travel assistance

Financial wellness

Tuition reimbursement

Parental leave

Referral bonus

Gym membership

Training & development

International exposure

Career growth

Job summary

CSafe Global in Monroe, Ohio, is seeking a Customer Service Manager to lead our regional team and drive SLA performance from the World Headquarters. You will guide Supervisors, manage escalations, and coordinate with manufacturing, logistics, and finance to deliver exceptional service.

The role requires a Bachelor's degree and 7+ years in customer service with people management. You will foster a high-performance, customer-first culture across hybrid teams and contribute to global strategy.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 7+ years in customer service with people management responsibility.
• Experience in day-to-day service operations including escalation handling and SLA oversight.
• Proven ability to resolve high-visibility customer escalations and manage cross-functional relationships.
• Strong client relationship management and data-driven improvement mindset.

Responsibilities

• Oversee regional operations, monitor workload and SLA performance, and support Supervisors.
• Lead daily reviews and stand-ups to keep orders on track and unblock issues.
• Own regional SLA accountability and ensure conditions exist for SLAs to be met.
• Mentor staff to resolve complex customer inquiries and manage high-stakes escalations.
• Collaborate with manufacturing, logistics, finance, and commercial teams to expedite orders and renewals.
• Ensure accurate lease records and effective invoicing, with governance over process adherence.

Skills

People management

SLA oversight

Escalation handling

Cross-functional collaboration

Data analysis

Communication

English fluency

Education

Bachelor's degree in Management or Business Administration

Tools

Sage X3

Zendesk

Kustomer

Salesforce

Office 365

Job description

Job Description

CSafe is looking for a Customer Service Manager to join our world class global customer service team at our World Headquarters in Monroe, Ohio! Standard work hours will be 8 a to 5p EST.

Day to Day Operations & Service Delivery

• Maintain active oversight of regional operations, staying close to team workload, queue status, and daily performance to identify issues early and support the Customer Service Supervisors in addressing them.
• Chair or attend daily order fulfilment reviews and operational stand ups; ensure the team is on track against SLA commitments and step in directly where senior involvement is needed to unblock issues.
• Own regional SLA accountability alongside the Supervisors, while day to day SLA management sits with Supervisors, the Manager is responsible for ensuring the conditions exist for SLAs to be met and for intervening when they are at risk.
• Manage staff to resolve complex or contentious questions regarding open or closed sales orders and leasing agreements.
• Review customer purchase orders against contracts or quotations for accuracy; oversee the team's order entry, confirmation, and tracking processes and ensure standards are maintained across the region.
• Liaise with manufacturing, engineering, logistics, accounting, and commercial teams on open orders, field unit management, and cross functional issues; assist in expediting orders to meet customer requirements.
• Oversee the tracking of leased and available units in the regional field; ensure customers are contacted proactively to arrange renewals or inspections and that lease records are kept accurate and current.
• Review and approve invoices and order acknowledgements for customers; work with finance to resolve discrepancies in a timely manner.
• Ensure regional compliance with CSafe's Service Model Operating Procedures, document control standards, and ERP and CRM system requirements; hold Supervisors accountable for team adherence.

Escalations & Quality

• Act as the senior escalation point for the region, owning and resolving high visibility, strategically significant, or complex cross functional customer issues, coordinating across internal functions and, where appropriate, engaging directly with customers to bring issues to resolution.
• Monitor regional quality trends, reviewing CSAT and QA data at a regional level and working with Supervisors to address performance gaps through coaching, process improvement, or resource adjustment.
• Ensure the team maintains quality responses to customer enquiries; oversee proper escalation and communication processes and intervene directly where standards are not being met.

People Leadership & Development

• Lead, develop, and manage direct reports (Customer Service Supervisors) through regular one to ones, structured performance reviews, and individual development plans; hold Supervisors accountable for delivering against their KPIs and building capable teams beneath them.
• Build and maintain a high performance, customer first culture across the regional team, fostering accountability, continuous learning, and recognition at every level.
• Identify talent, support career development, and contribute to succession planning within the regional team; actively support internal progression through the CSafe career framework.
• Lead regional recruitment; ensure new hires across all levels are set up for success with structured onboarding and probationary support delivered through the Supervisor layer.
• Recommend headcount changes to the Director of Customer Service based on capacity data, performance trends, and business growth; provide supporting data, analysis, and rationale.

Strategy Contribution & Governance

• Execute the global Customer Service strategy set by the Director of Customer Service within the region; translate strategic priorities into clear regional goals and ensure Supervisors understand and are working toward them.
• Contribute actively to global CS strategy by sharing regional insights, performance data, customer feedback, and improvement recommendations with the Director of Customer Service.
• Partner with the other regional Customer Service Managers to ensure consistency of standards globally and share best practice across regions.
• Contribute to global policy and SOP development as directed by the Director; act as the regional change sponsor for new processes, systems, or initiatives.
• Complete special projects and additional responsibilities as required by the business.

What You’ll Bring

• Bachelor’s degree in Management, Business Administration, or a related field, or an equivalent combination of education and relevant experience.
• 7+ years of customer service experience, including a minimum of 3 years in a people management role with responsibility for supervisors or team leads in a customer-facing operations environment.
• Demonstrated experience managing day-to-day service operations — including escalation handling, order management, SLA oversight, and quality monitoring — alongside developing and leading a team of managers or supervisors.
• Proven track record of resolving complex, cross-functional, and high-visibility customer escalations at a senior level.
• Strong experience managing customer relationships at an account level, including partnering with commercial teams to support retention and satisfaction.
• Ability to analyze regional performance data, identify trends, and translate findings into concrete operational or development actions.
• Proven ability to build, develop, and retain high-performing teams across multiple locations and work arrangements (site-based, hybrid, and remote).
• Strong cross-functional collaboration skills; able to influence and build relationships with sales, logistics, finance, engineering, and product teams.
• Familiarity with ERP systems including Sage X3 and CRM platforms such as Zendesk, Kustomer, or Salesforce; proficient in Microsoft Office 365.
• Excellent verbal and written communication skills, including the ability to develop and present comprehensive reports and conduct difficult conversations with internal and external stakeholders.
• Strategic mindset with strong problem-solving and critical thinking skills; able to exercise sound judgement and discretion in complex or ambiguous situations.
• Strong conflict resolution skills and the ability to manage effectively across all levels of the organization.
• English fluency required; other language skills a plus.
• Experience in a pharmaceutical cold chain, leasing, or technical support environment is desirable but not required.

Why Join UsAt CSafe, we foster an exciting, collaborative, and inclusive work environment that promotes personal and professional growth. We encourage feedback, foster trust, and support a culture of inclusion where everyone’s voice matters. Be part of a growing industry by joining a forward-thinking team in the rapidly expanding temperature-controlled shipping sector.

Competitive and Comprehensive HealthBenefit Package

• Paid Time OFF (PTO) starting at 25 days plus Paid Holidays
• Employee Assistance Program
• Travel Assistance Program
• Financial Wellness Program
• Tuition Reimbursement
• Paid Parental Leave
• Referral Bonus Program
• Gym Membership Reimbursement
• Training & Development Opportunities
• International Exposure: Gain experience working with a team spread across 19 countries
• Career Growth Opportunities

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.