Customer Service Manager: Lead Teams & Elevate Experience

Imperial Dade; Sunnyside (MI); On-site; USD 70,000 - 95,000; Full time

Job summary

Imperial Brady in Romulus, MI is hiring a Customer Service Manager to lead the team, train staff, and optimize order processing. You will oversee direct and indirect reports, manage ERP training, and drive process improvements across customer service functions.

The role emphasizes performance reviews, HR collaboration, and data-driven reporting to executive management. Strong communication, organizational, and deadline-driven abilities are essential.

Qualifications

• Bachelor's degree in business, marketing, or related; or equivalent experience.
• 5 years of experience managing/supervising customer service personnel in distribution or equivalent industry.
• 5 years of customer service experience within the distribution or manufacturing industry.
• Ability to operate with urgency and meet deadlines.
• Exceptional organizational skills.
• Ability to demonstrate good written and verbal communication and problem-solving skills.
• Experience with data entry while being detail oriented.
• Proficiency with Microsoft Office Suite.
• Ability to cope in a stressful and fast-paced environment.

Responsibilities

• Be responsible for organizing training of customer service employees and become competent on the company 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

Leadership

Training & Development

Customer Service

Communication

Data entry & accuracy

Organizational skills

Education

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

Tools

ERP system

Microsoft Office Suite

Job description

Imperial Brady in Romulus, MI is hiring a Customer Service Manager to lead the team, train staff, and optimize order processing. You will oversee direct and indirect reports, manage ERP training, and drive process improvements across customer service functions.

The role emphasizes performance reviews, HR collaboration, and data-driven reporting to executive management. Strong communication, organizational, and deadline-driven abilities are essential.