Customer Service Manager

Confidential Company; Orlando (FL); On-site; USD 120,000 - 190,000; Full time

Job summary

Confidential Company in the United States seeks a senior-level leader to direct and scale a customer service organization supporting complex products within a manufacturing environment. You will align people, processes, and performance with evolving customer needs and drive business strategy and operational excellence.

You will lead cross-functional collaboration with project management, sales, order entry, and customer service teams to develop targeted service solutions, improve retention, and

Qualifications

• Senior leader with 5+ years in customer service management.
• Experience leading teams of 5+ in a manufacturing setting.
• Strong communication, organizational, and conflict-resolution skills.
• Proficient with ERP/CRM systems and MS Office 365.

Responsibilities

• Lead, coach, and manage a high-volume customer service organization.
• Drive service strategies to improve satisfaction and efficiency.
• Oversee hiring, onboarding, training, and performance management.
• Partner with sales and operations for pricing, ordering, and on-time delivery.
• Act as subject matter expert on products, systems, and internal processes.
• Provide accurate management reporting and performance metrics.

Skills

Leadership

Customer service

Cross-functional collaboration

Analytics

Strategic mindset

Tools

ERP systems

CRM platforms

Microsoft Office 365

Job description

Senior-level leader responsible for directing and scaling a customer service organization supporting complex products and services within a manufacturing environment. Drives business strategy, operational excellence, and customer satisfaction by aligning people, processes, and performance with evolving customer needs.

Leads cross-functional collaboration with project management, sales, order entry, and customer service teams to develop targeted service solutions, improve retention, and identify potential sales opportunities. Proactively resolves escalated customer issues, implements corrective actions, and ensures consistently high service standards across all accounts.

Key Responsibilities

• Lead, coach, and manage a customer service organization supporting high-volume, time-sensitive operations
• Execute customer service strategies that improve satisfaction, efficiency, and business outcomes
• Oversee hiring, onboarding, training, performance management, and retention of hourly and exempt employees
• Partner with sales and operations to support estimating, order entry, pricing accuracy, and on-time delivery
• Act as subject matter expert on products, systems, and internal processes
• Manage inventory flow and raw material coordination to meet customer commitments
• Handle escalated internal and external customer issues with professionalism and urgency
• Ensure compliance with employment laws, safety regulations, and company policies
• Provide accurate management reporting and performance metrics
• Support introduction of new products and verify service alignment with specifications

Skills & Experience

• 5+ years of customer service experience, including 5+ years in a leadership or management role
• Proven experience leading teams of 5+ in a manufacturing environment
• Strong communicator with excellent interpersonal, organizational, and conflict-resolution skills
• Strategic, customer-focused leader with a hands-on, results-driven mindset
• Proficient in Microsoft Office 365 and enterprise systems (ERP, CRM, support platforms)
• Strong analytical and mathematical skills supporting pricing, quoting, and order accuracy