Customer Service Manager

OSBORN LLC; Richmond (IN); On-site; USD 70,000 - 90,000; Full time

Job summary

OSBORN LLC in Richmond, IN is seeking a Senior Customer Service Leader to build and steer a high-performing team, ensuring prompt, professional, and accurate responses across channels.

You will partner with Sales, Operations, Supply Chain, and Finance to align service activities with business priorities, drive continuous improvement, and implement scalable processes while focusing on customer experience and operational excellence.

Qualifications

• Bachelor’s degree in business administration or related field is preferred
• Equivalent combination of education and relevant leadership experience may be considered
• 5-8 years of customer service, account management, or inside sales experience
• 2-5 years of direct leadership experience managing customer service representatives or a team
• Proven experience developing and improving customer service processes and metrics
• Experience with cross-functional collaboration with Sales, Operations, Supply Chain, Manufacturing, and Finance
• Proficiency with CRM and ERP systems (e.g., SAP, Power BI, Zoho)

Responsibilities

• Deliver best-in-class customer experience with prompt, professional, and accurate responses across all channels.
• Lead, coach, and performance-manage a high-performing team of Customer Account Coordinators.
• Recruit, onboard, and develop talent to support business growth.
• Direct daily customer service operations and establish priorities and resources.
• Serve as escalation point for complex customer concerns and drive timely resolutions.
• Provide customers with product information, availability, lead times, and recommendations.
• Monitor customer feedback and service levels to identify improvement opportunities.
• Oversee complete order-to-delivery process and ensure accurate management of orders.
• Collaborate with Sales, Operations, Supply Chain, Logistics, Product Management, Engineering, and Finance to resolve issues and align service activities.
• Develop and implement training programs to strengthen customer service capabilities.
• Establish and monitor customer service KPIs and SLAs; report findings to leadership.
• Conduct audits of processes to ensure compliance and effectiveness.
• Lead continuous improvement initiatives for efficiency and scalability.
• Facilitate cross-functional problem-solving and strategic planning.

Skills

Leadership

Team management

Customer service leadership

Cross-functional collaboration

Performance management

Education

Bachelor's degree in Business Administration

Equivalent experience considered

Tools

CRM

ERP (SAP)

Power BI

Zoho

Job description

Job DetailsJob Location: Osborn Richmond - Richmond, IN 47374

• 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 organisational 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.

Qualifications

• 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 considered
• 5-8 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).