Customer Success Manager — Industrial Filtration

KELTEC Industrial Filtration; Hudson (OH); On-site; USD 70,000 - 90,000; Full time

Job summary

KELTEC Industrial Filtration in Northeast Ohio is seeking a Customer Service Manager to lead the service team and deliver outstanding customer support. You will oversee daily operations, including orders, inquiries, complaints, and returns, while partnering with sales, distribution, and manufacturing to enhance performance.

The ideal candidate has a Bachelor's degree, 5+ years in customer service with 2+ years in supervision, and strong leadership and communication skills.

Qualifications

• Bachelor’s degree
• 5+ years in customer service, with at least 2 years in a supervisory or management role
• Strong leadership, coaching, and team development skills
• Proficiency in customer service software, CRM tools, and ERP systems (e.g., NetSuite)
• Excellent written and verbal communication skills
• Ability to handle multiple priorities and work in a fast-paced environment
• Analytical mindset with a focus on continuous improvement and process efficiency

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 a sense of 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 being 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

Team leadership

CRM software

Communication

Coaching

KPI analysis

Multitasking

Education

Bachelor's degree

Tools

NetSuite

CRM tools

ERP systems

Job description

KELTEC Industrial Filtration in Northeast Ohio is seeking a Customer Service Manager to lead the service team and deliver outstanding customer support. You will oversee daily operations, including orders, inquiries, complaints, and returns, while partnering with sales, distribution, and manufacturing to enhance performance.

The ideal candidate has a Bachelor's degree, 5+ years in customer service with 2+ years in supervision, and strong leadership and communication skills.