Customer Service Team Manager

Our client is seeking a hands‑on Manager, Customer Service to lead and develop a high‑performing customer service team supporting a fast‑paced custom manufacturing environment. This is not a traditional call‑center role. The Customer Service Manager will be deeply connected to daily customer activity, order management, production schedules, shipping coordination, escalations, and cross‑functional communication. This person will help ensure customer orders are entered accurately, issues are resolved quickly, and the team is operating with clear metrics, accountability, urgency, and a strong service mindset. The ideal candidate has experience leading customer service, order management, inside sales support, or customer operations teams in a manufacturing, distribution, custom products, fixtures, millwork, refrigeration, foodservice equipment, or similar B2B environment.

What You’ll Do

Lead the daily operations of the Customer Service Team, including coaching, training, team development, conflict resolution, and performance management.

Create a positive, collaborative team environment built around communication, accountability, recognition, and continuous improvement.

Stay directly involved in customer activity, including escalated inquiries, complex order issues, special requests, and urgent customer needs.

Set team performance goals tied to customer success, including order accuracy, response times, issue resolution, and service quality.

Build and maintain customer scorecards, reports, and metrics to track performance, identify challenges, and communicate insights to leadership.

Oversee timely and accurate order entry, processing, and confirmation of inbound purchase orders received through email, EDI, phone, fax, or other channels.

Ensure accurate system information within ERP/order processing platforms such as Macola, Visual, or similar systems.

Partner closely with operations, production, manufacturing, scheduling, shipping, sales, vendors, and other internal teams to manage customer priorities and lead times.

Support order changes, cancellations, expedites, special requests, replacements, credits, rebills, RMAs/RGAs, and post‑sale issue resolution.

Monitor multi‑plant or drop‑ship orders, coordinate with shipping teams and carriers, and help resolve delivery issues.

Assess team training needs, support product knowledge development, and improve customer service processes.

Generate reports, maintain documentation, and support special projects that improve the customer and employee experience.

What Makes This Role Impactful
This role is central to how they deliver for its customers. The Manger, Customer Service will help connect the front end of the customer experience with the realities of custom manufacturing. That means balancing customer urgency with production capacity, shipping timelines, order accuracy, and internal communication. Success in this role will directly influence:

Order accuracy

Team performance

Response times

Cross‑functional communication

Production and shipping coordination

Customer scorecards and service metrics

Overall customer confidence

For someone who enjoys managing people, improving process, solving customer problems, and working close to the manufacturing floor, this is a highly visible opportunity to make a measurable impact. This is an opportunity to join a business that sits at the intersection of custom manufacturing, retail environments, foodservice, refrigeration, and customer experience.

Qualifications

5+ years of relevant customer service, order management, inside sales support, customer operations, or related experience.

2+ years of supervisory, team lead, or management experience.

Experience in a manufacturing, distribution, order processing, custom products, or B2B operational environment.

Strong understanding of customer service within a production‑driven business.

Experience working with ERP, inventory, manufacturing, order processing, and reporting systems.

Ability to lead, coach, train, and motivate a customer service team.

Strong communication skills with customers, sales representatives, production teams, vendors, management, and internal stakeholders.

High attention to detail and accuracy, especially with orders, pricing, customer requirements, and system information.

Ability to manage multiple priorities in a fast‑paced environment.

Strong problem‑solving skills and the ability to handle escalations with professionalism and urgency.

Proficiency with Excel, reporting tools, order processing systems, and Microsoft Office.

A team‑first leadership style with a focus on collaboration, recognition, accountability, and continuous improvement.

Preferred Skills

Experience in custom manufacturing, retail fixtures, millwork, metal fabrication, refrigeration, foodservice equipment, commercial interiors, restaurant equipment, grocery fixtures, or convenience store fixtures.

Experience supporting national accounts, multi‑location customers, or large commercial customers.

Experience with Macola, Visual, or similar ERP systems.

Experience creating or managing customer service KPIs, scorecards, dashboards, or performance reports.

Experience with EDI orders, complex purchase orders, RMAs/RGAs, credits, rebills, expedites, and shipping issue resolution.

Bachelor’s degree in Business Administration, Accounting, or a related field preferred; equivalent work experience will also be considered.

This is an onsite role in a manufacturing and warehouse environment. The role requires regular interaction with customer service, operations, production, scheduling, shipping, and leadership teams. The environment includes exposure to typical manufacturing conditions, including production activity, moving mechanical parts, wood and metal fabrication areas, varying temperatures, dust, and moderate to loud noise levels.

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