Customer Service Manager

Connect Search, LLC; Town of Thorp (WI); On-site; USD 70,000 - 95,000; Full time

Job summary

Connect Search, LLC is partnering with a well-established manufacturing company in the Thorp, WI area to identify a Customer Service Manager to join its leadership team. This role leads the customer service function, develops the team, and drives performance through data, cross-functional collaboration, and process improvements across departments.

The position blends people leadership with operational strategy to advance customer experience and guide the evolution of workflows in a manufacturing

Qualifications

• 5+ years of customer service experience within a manufacturing or order-based environment.
• 3+ years of leadership experience, including employee development and performance management.
• Experience leading process improvement and cross-functional initiatives.
• Strong analytical skills with data-driven decisions to improve performance.
• Strong communication and relationship-building skills.
• Experience with ERP or similar business systems.
• Proficiency with Microsoft Office.
• CRM and business reporting experience is a plus.
• Associate degree in Business Administration, Management, Customer Service, or related field preferred.

Responsibilities

• Lead and develop the customer service team, coaching, performance management, and employee development.
• Establish department goals, service standards, and performance expectations.
• Monitor customer service metrics and use performance data to identify opportunities for improvement.
• Develop operational reports and dashboards to track department performance.
• Manage escalated customer concerns and ensure timely resolution.
• Identify root causes of recurring customer issues and implement solutions.
• Improve customer service workflows, procedures, and process controls.
• Partner cross-functionally with Sales, Production, Purchasing, Engineering, Scheduling, Shipping, Finance, and other departments.
• Lead process improvement initiatives focused on efficiency, accuracy, and customer experience.
• Improve communication and accountability across departments.
• Support hiring, onboarding, training, and succession planning for the customer service team.
• Partner with leadership and IT to improve systems and processes.
• Foster a culture of accountability, collaboration, continuous improvement, and customer service.

Skills

Leadership

Data-driven

Communication

Cross-functional

ERP experience

CRM systems

Microsoft Office

Education

Associate degree in Business Administration

Tools

ERP system

CRM

Reporting tools

Job description

Connect Search is partnering with a well-established manufacturing company in the Thorp, WI area to identify a Customer Service Manager to join its leadership team.

This is a great opportunity for an experienced customer service leader who enjoys developing teams, improving processes, and working cross-functionally within a manufacturing environment. The role will oversee customer service operations while helping establish performance metrics, improve workflows, resolve escalated customer issues, and strengthen communication across departments.

The position offers a strong mix of people leadership, customer experience, process improvement, and operational strategy, with the opportunity to make a meaningful impact on how the customer service function operates and continues to evolve.

Job Title: Customer Service Manager

Key responsibilities include:

• Lead and develop the customer service team, including coaching, performance management, and employee development
• Establish department goals, service standards, and performance expectations
• Monitor customer service metrics and use performance data to identify opportunities for improvement
• Develop operational reports and dashboards to track department performance
• Manage escalated customer concerns and ensure timely resolution
• Identify root causes of recurring customer issues and implement solutions
• Improve customer service workflows, procedures, and process controls
• Partner cross-functionally with Sales, Production, Purchasing, Engineering, Scheduling, Shipping, Finance, and other departments
• Lead process improvement initiatives focused on efficiency, accuracy, and customer experience
• Improve communication and accountability across departments
• Support hiring, onboarding, training, and succession planning for the customer service team
• Partner with leadership and IT to improve systems and processes
• Foster a culture of accountability, collaboration, continuous improvement, and customer service

Qualifications:

• 5+ years of customer service experience within a manufacturing or order-based environment
• 3+ years of leadership experience, including employee development and performance management
• Experience leading process improvement and cross-functional initiatives
• Strong analytical skills with the ability to use data and metrics to drive decisions and improve performance
• Strong communication and relationship-building skills
• Ability to collaborate effectively across multiple departments and levels of an organization
• Experience working with ERP or similar business systems
• Proficiency with Microsoft Office
• Experience with CRM and business reporting systems is a plus
• Associate degree in Business Administration, Management, Customer Service, or a related field preferred; equivalent experience will be considered

This is an excellent opportunity for someone who has built a strong foundation in customer service leadership and is looking for a role where they can develop a team, improve processes, drive performance through data, and have a broader impact across the organization.