Customer Service Manager

Osborn Llc; Richmond (VA); On-site; USD 90,000 - 120,000; Full time

Job summary

Osborn Llc is seeking a Customer Service Leader to direct daily operations of the customer account coordination team in the Richmond, VA area. You will drive performance, coach staff, and ensure prompt, accurate responses to inquiries across channels.

The role requires 5–8 years in customer service leadership, plus experience partnering with Sales, Operations, and Finance to improve outcomes. A Bachelor’s degree or equivalent experience is preferred.

Qualifications

• Bachelor's degree in business or related field required or equivalent experience.
• 5-8 years in customer service leadership, with track record of building high-performing teams.
• Experience with cross-functional collaboration across Sales, Operations, Supply Chain, Manufacturing, and Finance.
• Proficiency with CRM and ERP systems (e.g., SAP, Power BI, Zoho).

Responsibilities

• Lead, coach, develop, and performance-manage a team of Customer Account Coordinators.
• Direct daily customer service operations and establish priorities and resources.
• Escalation point for complex customer concerns with timely resolution.
• Oversee end-to-end order-to-delivery process from PO receipt to shipment and delivery.
• Partner with Sales, Operations, Supply Chain, Finance and Product teams to align service activities.
• Develop training programs to strengthen customer service capabilities and systems proficiency.
• Establish and monitor customer service KPIs and prepare leadership reports.
• Lead continuous improvement initiatives to enhance customer experience and efficiency.

Skills

Leadership

Customer service

Cross-functional collaboration

Training & coaching

Education

Bachelor's degree in business administration or related field

Tools

CRM systems

ERP systems

Job description

Deliver a best-in-class customer experience by ensuring prompt, professional, and accurate responses to customer inquiries across all communication channels.Lead, coach, develop, and performance-manage a high-performing team of Customer Account Coordinators, fostering a culture of customer focus, accountability, collaboration, and continuous improvement.Recruit, onboard, and develop talent to ensure the organization has the capabilities required to support current and future business growth.Direct daily customer service operations by establishing priorities, allocating resources, and ensuring timely execution of departmental objectives.Serve as the escalation point for complex customer concerns, driving timely resolution and maintaining strong customer relationships.Provide customers with product information, availability updates, lead times, and product recommendations to support their business needs.Monitor customer feedback, satisfaction trends, service levels, and operational performance to identify opportunities for improvement and implement corrective actions.Oversee the complete order-to-delivery process, ensuring efficient and accurate management of customer orders from purchase order receipt through shipment and delivery.Partner with Sales, Operations, Supply Chain, Logistics, Product Management, Engineering, and Finance to resolve issues, improve customer outcomes, and align service activities with business priorities.Develop and implement training programs that strengthen customer service capabilities, product knowledge, systems proficiency, and inside sales support skills while promoting continuous learning.Establish, monitor, and communicate customer service KPIs and service-level expectations; analyze performance data and prepare reports and recommendations for leadership.Conduct audits of processes, procedures, and service activities to ensure consistency, compliance, and operational effectiveness.Lead continuous improvement initiatives focused on enhancing customer experience, improving efficiency, reducing complexity, and increasing scalability through best practices, automation, and process optimization.Facilitate cross-functional problem-solving, business reviews, and strategic planning activities that drive operational excellence and organizational objectives.Identify opportunities to improve productivity, reduce costs, and maximize operational efficiency while maintaining service excellence.Ensure staffing levels, tools, and resources adequately support departmental goals and customer requirements.Bachelor’s degree in business administration, Management, Marketing, Communications, or a related field preferred.An equivalent combination of education and relevant customer service leadership experience may be considered5-8 years of customer service, customer support, account management, or inside sales experience.2-5 years of direct leadership experience managing customer service representatives or a customer support team.Proven experience developing and improving customer service processes, metrics, and team performance.Experience working cross-functionally with Sales, Operations, Supply Chain, Manufacturing, and Finance.Experience handling customer escalations and resolving complex customer issues.Proficiency with CRM and ERP systems (e.g., SAP, Power BI, Zoho).