Customer Service Manager — Growth & Training Leader

Imperial Brady; Romulus (MI); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Health benefits

401(k) match

Life insurance

Paid time off

Educational reimbursement

Paid family leave

Adoption assistance

Job summary

Imperial Brady is seeking a Customer Service Manager in Romulus, MI to lead the customer service team and ensure best practices are followed. The role includes directing direct and indirect reports, coordinating with vendors, and driving opportunities while maintaining service excellence.

The candidate will train staff on the ERP system, manage performance reviews, and oversee daily order management and reporting to executives in a fast-paced distribution environment.

Qualifications

• Bachelor’s degree or equivalent experience.
• 5 years of experience managing customer service personnel in distribution or related industry.
• 5 years of customer service experience in distribution or manufacturing.
• Ability to operate with urgency and meet deadlines.
• Exceptional organizational skills.
• Strong written and verbal communication; problem-solving.

Responsibilities

• Organize training of customer service employees and become competent on the ERP system while developing sufficient product knowledge via partnership with vendors.
• Direct Customer Service Representatives to recognize sale opportunities when dealing with customers and to improve the customer experience by selling additional items or services as needed.
• Conduct annual reviews, raises, promotions and terminations. Work with human resources regarding hiring, compensation, terminations, performance reviews and issues.
• Answer customer phone calls enter and bill orders. Assist external customers and internal partners with problems relating to shipping, pricing, billing, etc. while providing excellent service.
• Review and audit open order reports monthly. Monitor and minimize open-printed orders weekly. Provide weekly statistics for ‘all orders keyed and finished’ to executive management.
• Prepare and send out daily reports to Customer Service Representatives to allow order management.

Skills

Organizational skills

Communication skills

Problem-solving

Ability to work under pressure

Team leadership

Education

Bachelor’s degree in business, marketing, or related; or equivalent experience

Tools

Microsoft Office Suite

ERP system

Job description

Imperial Brady is seeking a Customer Service Manager in Romulus, MI to lead the customer service team and ensure best practices are followed. The role includes directing direct and indirect reports, coordinating with vendors, and driving opportunities while maintaining service excellence.

The candidate will train staff on the ERP system, manage performance reviews, and oversee daily order management and reporting to executives in a fast-paced distribution environment.