Customer Service Transformation Leader

Hoffmaster; Oshkosh, Northern (WI, KY); Hybrid; USD 90,000 - 115,000; Full time

Job summary

Hoffmaster in Oshkosh, WI is seeking a Customer Service Manager to transform the function into a proactive, accountable operation. You will lead a high-performing team, own end-to-end service performance, and partner across Sales, Operations, Supply Chain, Logistics, Quality, and Finance to remove barriers and improve the customer experience.

The role emphasizes standard work, clear KPIs, and scalable processes.

Qualifications

• Bachelor’s degree required or considered with equivalent experience.
• 5+ years of progressive customer service leadership in manufacturing or distribution.
• Experience leading operational change and service transformation.
• Strong cross-functional leadership with Sales, Operations, Supply Chain, Logistics, Quality, Finance, or Business Systems.
• Data-driven with ability to analyze metrics and root causes.

Responsibilities

• Lead, coach, and develop the customer service team.
• Own performance across the order-to-delivery process.
• Develop and execute a customer service transformation roadmap.
• Establish standard work, service expectations, and escalation paths.
• Monitor KPIs and drive data-informed improvements.
• Collaborate with Sales, Operations, Supply Chain, Logistics, Quality, Finance, and IT.
• Manage escalated issues with clear communication and resolution.
• Build team capability through coaching and development plans.

Skills

Leadership

Cross-functional leadership

Data-driven decision making

Coaching & development

Communication skills

Negotiation skills

Microsoft Office

Education

Bachelor’s degree in Communications, Business, or related field

Tools

ERP systems

CRM systems

Workflow software

Reporting platforms

Microsoft Office Suite

Job description

Hoffmaster in Oshkosh, WI is seeking a Customer Service Manager to transform the function into a proactive, accountable operation. You will lead a high-performing team, own end-to-end service performance, and partner across Sales, Operations, Supply Chain, Logistics, Quality, and Finance to remove barriers and improve the customer experience.

The role emphasizes standard work, clear KPIs, and scalable processes.