Customer Service Manager: Lead, Elevate & Optimize

Socket.dev; Fort Worth (TX); On-site; USD 70,000 - 100,000; Full time

Job summary

Composites One is seeking a Customer Service Manager to lead the CSR team, drive customer satisfaction, and align operations with company core values.

You will hire, train, set objectives, monitor interactions, and partner with sales, logistics, and DC operations to optimize order fulfillment and cost efficiency.

The role requires 3+ years of supervisory experience, 7+ years in customer service, and a background in ISO 9001 quality practices.

Qualifications

• 3+ years supervisory / managerial experience with direct report responsibility.
• 7+ years of Customer Service experience in a non-retail environment
• Proven team development skills and management experience within a Quality Management system (ISO 9001 or similar)
• Proficient in MS Office (Outlook, SharePoint)
• Ability to learn internal ERP system (SAP)

Responsibilities

• Lead, manage, and motivate the Customer Service team.
• Hire and train the CSR staff, including allocation of workload.
• Create performance objectives / goals and applicable training plans, including performance measurement.
• Monitor CSR-customer interactions and provide direct feedback and recommendations for improvement.
• Assist the Manager, DC Operations with strategic planning and resource allocation.
• Identify opportunities for improvement and implement process improvements for the CS team.
• Drive and facilitate the order fulfillment process to build customer relationships.
• Ensure SOPs and company guidelines are followed; coordinate with sales/logistics on freight expenses.
• Conduct routine customer visits and reviews with sellers, Sales Manager, and DCM.
• Resolve customer-related issues; liaison between CS, warehouse, delivery, sales, purchasing.
• Drive fill rates and manage inventory movements; engage buyers/logistics to optimize costs.
• Work with the credit team to resolve credit-related issues; support annual budgets with DCM.
• Develop, refine, and implement CS procedures and policies; share SOPs across locations and audits.

Skills

Supervisory experience

Customer service experience

ISO 9001

MS Office

Education

Bachelor’s degree in Business Administration or related field

Tools

SAP

Job description

Composites One is seeking a Customer Service Manager to lead the CSR team, drive customer satisfaction, and align operations with company core values.

You will hire, train, set objectives, monitor interactions, and partner with sales, logistics, and DC operations to optimize order fulfillment and cost efficiency.

The role requires 3+ years of supervisory experience, 7+ years in customer service, and a background in ISO 9001 quality practices.