Customer Service Proj. Mgr.

Colonial Group; Maiden (NC); On-site; USD 60,000 - 90,000; Full time

Job summary

Colonial Group in the United States seeks a Senior Customer Service Manager to lead the support and order-coordinating team, bridging clients, sales, and production.

You will oversee the full order lifecycle from entry to shipment, resolve escalated issues such as delays or damages, and drive continuous improvement with cross-functional teams.

This leadership role reports to senior management and requires hands-on coaching, data analysis, and a focus on delivering exceptional service.

Qualifications

• Bachelor’s Degree or 5–7 years of job-related experience with at least 2 years in a supervisory or manufacturing/industrial environment.
• Proficiency in ERP/MRP software, JD Edwards, and Microsoft Office.
• Familiarity with furniture production cycles, lead times, freight shipping, and warranty policies.

Responsibilities

• Supervise the customer service representatives, order processers, and warranty/claims specialists.
• Prompt follow-up to customer inquiries from corporate and retail.
• Maintenance of technical support standards.
• Participation on cross-functional improvement teams.
• Training and development of staff to deliver a high standard of customer service.
• Resolve complaints and order issues.
• Analyze data and statistics.
• Isolate and identify areas of improvement.
• Work with management on customer service initiatives.
• Interface with customers, corporate and retail via email and telephone calls.
• Work directly with VP Upholstery Manufacturing- some interactions are highly confidential.
• Member of Senior Management.

Skills

ERP/MRP proficiency

JD Edwards

Microsoft Office

Conflict resolution

Cross-functional collaboration

Leadership

Education

Bachelor’s Degree or 5–7 years supervisory/manufacturing experience

Tools

JD Edwards

ERP/MRP software

Microsoft Office Suite

Job description

Position Summary:

Leads the support and order-coordinating team, bridging the gap between clients, sales, and the production floor. Ensures the company delivers the highest level of customer service possible, which includes reviews of orders, processing of orders, production of orders, and the shipment of orders. Directs daily customer service operations, manages order fulfillment, and resolves escalated issues regarding furniture delivery, damage, or production delays.

Job Summary

1. Supervises the customer service representatives, order processers, and warranty/claims specialists.
2. Prompt follow-up to customer inquiries from both corporate and retail.
3. Maintenance of technical support standards.
4. Participation on cross-functional improvement teams.
5. Training and development of staff to deliver a high standard of customer service.
6. Resolve complaints and order issues.
7. Analyze data and statistics.
8. Isolate and identify areas of improvement.
9. Work with management on customer service initiatives.
10. Interface with customers, corporate and retail via email and telephone calls.
11. Work directly with VP Upholstery Manufacturing- some interactions are highly confidential.
12. Member of Senior Management.

Team Leadership:

Hire, train, mentor, and evaluate customer service staff to maintain high service standards.

• Order Management & Production Coordination: Oversee the lifecycle of furniture orders from purchase entry to manufacturing to shipment.
• Cross-Departmental Collaboration: Work closely with production, supply chain, quality control, and logistics to track order statuses and solve component shortages or custom-build delays.
• Escalation & Claim Resolution: Handle complex or high-stakes complaints (e.g, freight damage, delayed custom upholstery, missing items, etc) and review returns, replacements, or service requests.
• Process Improvement: Monitor customer service metrics (on-time calls and email responses and implement workflow improvements or reassignments when necessary. Cross training is crucial.

Knowledge, skills, and abilities:

• Bachelor’s Degree or five (5) – seven (7) years of job-related experience with at least 2 years in a supervisory or manufacturing/industrial environment.
• Proficiency in ERP/MRP software, JD Edwards, and Microsoft office.
• Familiarity with furniture production cycles, lead times, freight shipping, and warranty policies.
• Conflict resolution, cross-functional communication, time management, and adaptability under pressure.