Customer Service Manager: Lead & Elevate Support Team

KELTEC Technolab Inc.; Hudson (OH); On-site; USD 65,000 - 90,000; Full time

Job summary

KELTEC Technolab Inc. is seeking a Customer Service Manager in Hudson, OH to lead a frontline team and optimize customer interactions across orders, inquiries, and returns. The role requires strong leadership, CRM/ERP proficiency, and a focus on continuous improvement in a manufacturing-distribution setting.

Core responsibilities include mentoring staff, partnering with Sales and Operations, and driving a customer-first culture aligned with our quality standards and service metrics.

Qualifications

• 5+ years in customer service with at least 2 years in a supervisory/management role.
• Strong leadership, coaching, and team development skills.
• Proficiency in customer service software, CRM tools, and ERP systems (e.g., NetSuite).
• Excellent written and verbal communication skills.
• Ability to handle multiple priorities in a fast-paced environment.
• Analytical mindset focused on continuous improvement.

Responsibilities

• Lead, mentor, and develop a team of customer service representatives to meet performance goals and KPIs.
• Oversee daily operations of the customer service department, ensuring timely and accurate processing of orders, inquiries, complaints, and returns.
• Build and maintain strong relationships with internal teams to support cross-functional initiatives.
• Resolve escalated customer issues with urgency and professionalism.
• Implement and monitor customer service policies, procedures, and standards.
• Analyze customer service metrics and trends to identify opportunities for improvement.
• Develop training programs and tools to improve service quality and employee development.
• Ensure systems (CRM, ERP, etc.) are used effectively to track and manage customer interactions.
• Support new product launches and promotions from a customer service standpoint.
• Drive a customer-first culture that reinforces brand loyalty and satisfaction.

Skills

Leadership

Coaching

CRM tools

ERP systems

Communication

Time management

Analytics

NetSuite

Tools

NetSuite

Job description

KELTEC Technolab Inc. is seeking a Customer Service Manager in Hudson, OH to lead a frontline team and optimize customer interactions across orders, inquiries, and returns. The role requires strong leadership, CRM/ERP proficiency, and a focus on continuous improvement in a manufacturing-distribution setting.

Core responsibilities include mentoring staff, partnering with Sales and Operations, and driving a customer-first culture aligned with our quality standards and service metrics.