Customer Service Manager

PrideStaff; United States; On-site; USD 77,000 - 84,000; Full time

Job summary

PrideStaff is seeking an experienced Customer Service Manager in the Tampa Bay area to lead a dedicated support team and ensure top-tier service for commercial and institutional clients. You will guide daily operations, optimize order execution, and maintain strong client relationships.

The ideal candidate has 5+ years in customer service with supervisory experience, plus a background in manufacturing or technical products. Proficiency with ERP and CRM systems is essential.

Qualifications

• 5+ years in customer service with 2+ years in supervision.
• Experience in manufacturing, technical products or distribution.
• Proficient with ERP and CRM systems for orders.
• Proven track record of building and coaching top teams.
• Strong communication and conflict-resolution skills.
• Bachelor's degree in Business Administration, Communications, or related field, or equivalent experience.

Responsibilities

• Direct and mentor a team of customer service representatives.
• Oversee end-to-end order lifecycle from inquiry to delivery.
• Serve as primary escalation point for complex inquiries.
• Collaborate cross-functionally with sales, engineering, finance, and logistics.
• Establish KPIs and drive improvements in response times and order accuracy.
• Maintain order entry and customer data in ERP/CRM.
• Develop SOPs to align with company standards.

Skills

Leadership

Team management

Communication

Conflict resolution

Analytical thinking

Cross-functional collaboration

Education

Bachelor's degree in Business Administration or Communications

Tools

ERP systems

CRM software

Job description

PrideStaff is partnering with a premier manufacturer in the Tampa Bay area to recruit an experienced Customer Service Manager. This leadership role oversees a dedicated client support team, ensuring seamless order execution, high-touch account management, and superior service delivery for commercial and institutional clients.

If you are a proactive leader with a track record of elevating team performance and refining service operations within a technical or manufacturing environment, this is an exceptional opportunity to make a direct impact.

Key Responsibilities

Direct and mentor a team of customer service representatives, driving daily operations, accountability, and continuous professional development.

Oversee the end-to-end customer order life cycle, from initial inquiry and quote processing to delivery tracking and post-sale support.

Serve as the primary point of escalation for complex customer inquiries, resolving critical issues efficiently while maintaining strong client relationships.

Collaborate cross-functionally with field sales, engineering, finance, and logistics teams to align operational capabilities with customer expectations.

Establish, track, and analyze key performance metrics (KPIs) to continuously improve response times, order accuracy, and overall client satisfaction.

Maintain and optimize order entry protocols and customer data management within the company ERP and CRM platforms.

Develop standard operating procedures (SOPs) to streamline workflow efficiency and ensure team alignment with company standards.

Qualifications and Skills

5+ years of progressive customer service experience, with at least 2 years in a direct supervisory or managerial role.

Background working within a manufacturing, technical products, or distribution environment is highly preferred.

Demonstrated proficiency using ERP systems and CRM software for order processing and account management.

Proven track record of building, coaching, and retaining high-performing customer service teams.

Exceptional verbal and written communication skills with strong conflict-resolution capabilities.

Analytical mindset with the ability to leverage operational data to drive workflow improvements.

Bachelor's degree in Business Administration, Communications, or a related field preferred, or equivalent combination of education and experience.

Compensation / Pay Rate (Up to): $77,000.00 - $83,500.00