Customer Service Manager: Lead & Optimize Support Ops

KELTEC; Hudson (OH); On-site; USD 60,000 - 95,000; Full time

Job summary

KELTEC in Hudson, OH is seeking a Customer Service Manager to lead the customer service team, drive satisfaction, streamline processes, and foster continuous improvement.

You will mentor staff, oversee orders, inquiries, returns, and work with sales, distribution, and manufacturing to ensure timely resolution and strong cross-functional collaboration.

The role requires 5+ years in customer service with 2+ in management, excellent communication, and proficiency with CRM/ERP systems.

Qualifications

• 5+ years in customer service with leadership experience
• Excellent written and verbal communication
• Proficiency with CRM software and ERP systems
• Ability to manage multiple priorities in a fast-paced environment
• Analytical mindset focused on process improvement
• Manufacturing or distribution experience is a plus

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 (sales, distribution, manufacturing) 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

Team development

Written comms

Verbal comms

Analytical thinking

Cross-functional

Multitasking

Problem solving

Process improvement

Tools

CRM software

ERP systems

NetSuite

Job description

KELTEC in Hudson, OH is seeking a Customer Service Manager to lead the customer service team, drive satisfaction, streamline processes, and foster continuous improvement.

You will mentor staff, oversee orders, inquiries, returns, and work with sales, distribution, and manufacturing to ensure timely resolution and strong cross-functional collaboration.

The role requires 5+ years in customer service with 2+ in management, excellent communication, and proficiency with CRM/ERP systems.