North America Customer Service Leader

Osborn

Richmond (IN)

On-site

USD 70,000 - 110,000

Full time

14 days+

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Job summary

Osborn is seeking a Customer Service Manager to lead North America’s Customer Service team, partnering with Sales, Operations, Supply Chain, Finance, and Product Management to ensure seamless order-to-delivery execution.

The role emphasizes coaching a high-performing team, developing talent, and implementing process improvements to enhance customer satisfaction and operational efficiency across all business units in North America.

Qualifications

Bachelor’s degree in business administration, management, marketing, communications or related field preferred.
Equivalent combination of education and relevant customer service leadership experience may be considered
5-8 years of experience in customer service, customer support, account management, or inside sales.
2-5 years of direct leadership experience managing customer service representatives or a customer support team.
Proven experience developing and improving customer service processes, metrics, and team performance.
Experience working cross-functionally with Sales, Operations, Supply Chain, Manufacturing, and Finance.
Experience handling customer escalations and resolving complex customer issues.
Proficiency with CRM and ERP (e.g., SAP, Power BI, Zoho).

Responsibilities

Deliver a best-in-class customer experience by ensuring prompt, professional, and accurate responses to customer inquiries across all channels.
Lead, coach, develop, and performance-manage a high-performing team of Customer Account Coordinators, fostering a culture of customer focus, accountability, collaboration, and continuous improvement.
Recruit, onboard, and develop talent to ensure the organization has the capabilities required to support current and future business growth.
Direct daily customer service operations by establishing priorities, allocating resources, and ensuring timely execution of departmental objectives.
Serve as the escalation point for complex customer concerns, driving timely resolution and maintaining strong customer relationships.
Provide customers with product information, availability updates, lead times, and product recommendations to support their business needs.
Monitor customer feedback, satisfaction trends, service levels, and operational performance to identify opportunities for improvement and implement corrective actions.
Oversee the complete order-to-delivery process, ensuring efficient and accurate management of customer orders from purchase order receipt through shipment and delivery.