Customer Service Manager

Hoffmaster; Oshkosh, Northern (WI, KY); Hybrid; USD 90,000 - 115,000; Full time

Job summary

Hoffmaster in Oshkosh, WI is seeking a Customer Service Manager to transform the function into a proactive, accountable operation. You will lead a high-performing team, own end-to-end service performance, and partner across Sales, Operations, Supply Chain, Logistics, Quality, and Finance to remove barriers and improve the customer experience.

The role emphasizes standard work, clear KPIs, and scalable processes.

Qualifications

• Bachelor’s degree required or considered with equivalent experience.
• 5+ years of progressive customer service leadership in manufacturing or distribution.
• Experience leading operational change and service transformation.
• Strong cross-functional leadership with Sales, Operations, Supply Chain, Logistics, Quality, Finance, or Business Systems.
• Data-driven with ability to analyze metrics and root causes.

Responsibilities

• Lead, coach, and develop the customer service team.
• Own performance across the order-to-delivery process.
• Develop and execute a customer service transformation roadmap.
• Establish standard work, service expectations, and escalation paths.
• Monitor KPIs and drive data-informed improvements.
• Collaborate with Sales, Operations, Supply Chain, Logistics, Quality, Finance, and IT.
• Manage escalated issues with clear communication and resolution.
• Build team capability through coaching and development plans.

Skills

Leadership

Cross-functional leadership

Data-driven decision making

Coaching & development

Communication skills

Negotiation skills

Microsoft Office

Education

Bachelor’s degree in Communications, Business, or related field

Tools

ERP systems

CRM systems

Workflow software

Reporting platforms

Microsoft Office Suite

Job description

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.