Customer Service Transformation Leader

Socket.dev; Oshkosh (WI); On-site; USD 75,000 - 105,000; Full time

Job summary

Hoffmaster is seeking a Customer Service Manager to transform the service function into a proactive, accountable operation. You will own end-to-end service performance, develop a high-performing team, and establish processes and Rhythms that improve customer experience and business results.

You will partner with Sales, Operations, Supply Chain, Logistics, Quality, and IT to remove barriers and scale operations.

Qualifications

• Bachelor’s degree in a related field is preferred; years of experience may be considered in lieu of degree.
• 5+ years of progressive customer service experience, with leadership responsibility.
• Experience leading teams through operational change, process improvement, or service transformation.
• Proven ability to establish performance expectations, standard work, KPIs, and accountability practices.
• Strong cross-functional leadership experience with Sales, Operations, Supply Chain, Logistics, Finance, or IT.

Responsibilities

• Lead and develop the customer service team, fostering ownership and accountability.
• Own customer service performance across order-to-delivery, ensuring timely handling of inquiries and changes.
• Develop and execute a customer service transformation roadmap aligned with strategy and priorities.
• Establish standard work, service expectations, escalation paths, and operating rhythms.
• Define, monitor, and communicate KPIs; use data to drive improvements and accountability.
• Collaborate with Sales, Operations, Supply Chain, Logistics, Quality, Finance, and IT to resolve root causes.
• Lead process improvements and system implementations to simplify work and improve scalability.
• Utilize CRM, ERP, reporting tools to improve workload management and customer communications.
• Take ownership of escalated issues with timely resolution and professional communication.
• Coach and develop team through performance feedback, succession planning, and cross-training.
• Maintain knowledge of products, services, customers, policies, and systems to support informed leadership.

Skills

Leadership

Customer service

Cross-functional collaboration

Data-driven decisions

ERP/CRM experience

MS Office

Education

Bachelor’s degree in communications, business, or related field

Tools

ERP

CRM

Reporting platforms

Job description

Hoffmaster is seeking a Customer Service Manager to transform the service function into a proactive, accountable operation. You will own end-to-end service performance, develop a high-performing team, and establish processes and Rhythms that improve customer experience and business results.

You will partner with Sales, Operations, Supply Chain, Logistics, Quality, and IT to remove barriers and scale operations.