National Customer Service Leader & Team Coach

West Music; Coralville (IA); On-site; USD 80,000 - 110,000; Full time

Job summary

West Music in Coralville, IA seeks a National Customer Service Manager to lead the CSA and CSR teams and drive exceptional customer experiences across national and international accounts.

You will coach and develop associates, manage service operations and workflows, and partner with other departments to implement process improvements. The role demands strong communication, problem-solving, and data-informed decision making.

Qualifications

• Bachelor's degree or higher preferred in business, education, communications, music, or related field; equivalent experience considered.
• Proven customer service experience in a leadership or supervisory role.
• Experience coaching, training, and developing staff; direct people-management preferred.
• Strong communication, organization, and problem-solving skills; ability to manage multiple priorities.

Responsibilities

• Directly supervise Customer Service Associates and Customer Service Representatives with clear expectations and accountability.
• Develop associates' customer service, communications, problem-solving, organizational, and professional skills; support onboarding and ongoing training.
• Partner with the Director of Customer Service on staffing, performance, training, and development needs.
• Oversee frontline digital customer service intake and triage; ensure inquiries are handled or routed for timely follow-up.
• Coordinate staffing schedules and service/order-processing assignments; support cross-functional teams.

Skills

People leadership

Customer service excellence

Communication

Problem solving

Cross-functional collaboration

Data-informed decision making

Team coaching

Education

Bachelor's degree in business or related field

Tools

CRM

Order management systems

Reporting tools

Job description

West Music in Coralville, IA seeks a National Customer Service Manager to lead the CSA and CSR teams and drive exceptional customer experiences across national and international accounts.

You will coach and develop associates, manage service operations and workflows, and partner with other departments to implement process improvements. The role demands strong communication, problem-solving, and data-informed decision making.