Customer Service Manager

Socket.dev; Oshkosh (WI); On-site; USD 75,000 - 105,000; Full time

Job summary

Hoffmaster is seeking a Customer Service Manager to transform the service function into a proactive, accountable operation. You will own end-to-end service performance, develop a high-performing team, and establish processes and Rhythms that improve customer experience and business results.

You will partner with Sales, Operations, Supply Chain, Logistics, Quality, and IT to remove barriers and scale operations.

Qualifications

• Bachelor’s degree in a related field is preferred; years of experience may be considered in lieu of degree.
• 5+ years of progressive customer service experience, with leadership responsibility.
• Experience leading teams through operational change, process improvement, or service transformation.
• Proven ability to establish performance expectations, standard work, KPIs, and accountability practices.
• Strong cross-functional leadership experience with Sales, Operations, Supply Chain, Logistics, Finance, or IT.

Responsibilities

• Lead and develop the customer service team, fostering ownership and accountability.
• Own customer service performance across order-to-delivery, ensuring timely handling of inquiries and changes.
• Develop and execute a customer service transformation roadmap aligned with strategy and priorities.
• Establish standard work, service expectations, escalation paths, and operating rhythms.
• Define, monitor, and communicate KPIs; use data to drive improvements and accountability.
• Collaborate with Sales, Operations, Supply Chain, Logistics, Quality, Finance, and IT to resolve root causes.
• Lead process improvements and system implementations to simplify work and improve scalability.
• Utilize CRM, ERP, reporting tools to improve workload management and customer communications.
• Take ownership of escalated issues with timely resolution and professional communication.
• Coach and develop team through performance feedback, succession planning, and cross-training.
• Maintain knowledge of products, services, customers, policies, and systems to support informed leadership.

Skills

Leadership

Customer service

Cross-functional collaboration

Data-driven decisions

ERP/CRM experience

MS Office

Education

Bachelor’s degree in communications, business, or related field

Tools

ERP

CRM

Reporting platforms

Job description

Hoffmaster is where tradition meets innovation. For decades,we’vebeen a trusted name in foodservice products but what truly sets us apart is our people.We’rea team of problem-solvers, creators, and collaborators who are passionate about delivering high-quality, sustainable solutions.Here, your ideas matter, your growth is supported, and your work helps shape experiences people enjoy every day.With a strong legacy and a forward-thinking mindset,we’redriven by creativity, collaboration, anda commitmentto sustainability. Ifyou’relooking toelevate your careerwith a companythat’sconstantly evolving,you’llfitright inhere.

What’s so special about us?

Frompaper platesandnapkinstopaper straws, party supplies, andfood wrap, Hoffmaster is a leader in the tableware industry.

What truly sets us apart is our people:Here your ideas don’t just get heard, they help shape what’s next. Your growth is supported, your contributions are valued, and your work plays a role in creating moments people enjoy every day.

Create. Collaborate.Elevate….yourdining table and your career!

About the Role

The Customer Service Manager leads the transformation of customer service into a proactive, accountable, and customer-focused operation. This role owns end-to-end service performance, develops and empowers a high-performing team, and establishes consistent processes, measures, and operating rhythms that improve the customer experience and business results. The manager partners across Sales, Operations, Supply Chain, Logistics, Quality, and Business Systems to remove barriers, resolve root causes, strengthen execution, and create scalable ways of working. Success requires visible leadership, disciplined follow-through, sound judgment, and a continuous-improvement mindset.

Essential Functions

• Lead, coach, and develop the customer service team, setting clear expectations and building a culture of ownership, accountability, collaboration, and customer focus.
• Own customer service performance across the order-to-delivery process, ensuring inquiries, orders, changes, and issues are handled accurately, consistently, and on time.
• Develop and execute a customer service transformation roadmap aligned with company strategy, customer expectations, and operational priorities.
• Establish standard work, service expectations, escalation paths, and operating rhythms that improve consistency, visibility, and execution.
• Define, monitor, and communicate key performance indicators, using data to identify trends, address gaps, and hold the team accountable for results.
• Partner cross-functionally with Sales, Operations, Supply Chain, Logistics, Quality, Finance, and Business Systems to resolve root causes and deliver seamless customer outcomes.
• Lead process improvement, change management, and system implementation efforts that simplify work, strengthen controls, and improve scalability.
• Use CRM, ERP, reporting, and analytics tools to improve workload management, service visibility, decision-making, and customer communication.
• Take ownership of escalated customer issues, coordinating timely resolution, clear communication, and appropriate follow-through while protecting customer relationships and company interests.
• Build team capability through regular coaching, performance feedback, succession planning, cross-training, and development plans.
• Maintain a strong understanding of company products, services, customers, policies, and systems to support informed decisions and effective leadership.

Education & Experience

• Education

• Bachelor’s degree in Communications, Business, or related field is preferred. Years of experience may be considered in lieu of degree.

• Experience

• 5+ years of progressive customer service experience, including leadership responsibility, preferably within manufacturing, distribution, or a related industry.
• Demonstrated success leading teams through operational change, process improvement, organizational growth, or service transformation.
• Experience establishing performance expectations, standard work, key performance indicators, and accountability practices.
• Strong cross-functional leadership experience with Sales, Operations, Supply Chain, Logistics, Quality, Finance, or Business Systems.
• Data-driven decision-making skills with experience analyzing service performance, operational metrics, customer feedback, and root causes.
• Proven ability to coach, develop, and hold team members accountable while building engagement and capability.
• Exceptional customer communication, conflict-resolution, and negotiation skills for managing escalated issues with professionalism and sound judgment.
• Proficiency in Microsoft Office Suite and experience with ERP, CRM, workflow, or reporting platforms.

including individuals with disabilities or protected veterans, and provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, or disability. We provide reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation to apply or interview, please contact [e-mail]