Senior Customer Service and Operations Manager

Coastal Elite Pro; Racine (WI); On-site; USD 90,000 - 120,000; Full time

Job summary

Coastal Elite Pro in Racine, Wisconsin is seeking a Senior Customer Operations Manager to lead our Customer Service & Support team. You will drive order management, escalations, and end-to-end issue resolution to ensure a consistently high standard of customer experience.

You will collaborate with Sales, Supply Chain, and Warehouse, use data to improve processes, and foster a results-driven customer operations culture across the organization.

Qualifications

• Proven leadership in customer service or operations.
• Strong problem-solving and escalation management capabilities.
• Ability to analyze data and apply insights to process improvements.
• Excellent communication and cross-team collaboration skills.
• Customer-focused mindset with a continuous improvement approach.

Responsibilities

• Manage and optimize customer service operations, including order handling and resolution workflows.
• Own escalations and complex issue management to ensure timely, accurate outcomes.
• Partner cross-functionally with Sales, Supply Chain, and Warehouse teams.
• Use data and performance insights to improve processes and increase operational efficiency.
• Collaborate to uphold a results-driven customer operations culture.

Skills

Leadership

Escalation

Data analysis

Communication

Cross-functional collab

Continuous improvement

Job description

Senior Customer Operations Manager will lead the Customer Service & Support team to deliver exceptional B2B customer service. The role drives continuous improvement in order management, escalations, and end-to-end issue resolution, ensuring a consistently high standard of customer experience.

Key Responsibilities

• Manage and optimize customer service operations, including order handling and resolution workflows.
• Own escalations and complex issue management to ensure timely, accurate outcomes.
• Partner cross-functionally with Sales, Supply Chain, and Warehouse teams.
• Use data and performance insights to improve processes and increase operational efficiency.
• Collaborate to uphold a results-driven customer operations culture.

Qualifications & Skills

• Proven leadership experience in customer service or customer operations.
• Strong problem-solving and escalation management capabilities.
• Ability to analyze data and apply insights to process improvements.
• Excellent communication and cross-team collaboration skills.
• Customer-focused mindset with a continuous improvement approach.