QUALIFICATIONS AND SKILLS REQUIRED:

· 5+ years of B2B customer service experience, with at least 2 years in a leadership or supervisory role.
· Proven ability to deliver exceptional customer experiences and build strong client relationships.
· Strong Excel and ERP skills (we use JobBoss)
· Excellent communication, interpersonal, and teamwork skills, with a collaborative and problem-solving mindset.

ROLE:

As the Customer Service Manager, you will lead a team of Customer Account Managers (CAMs) to deliver exceptional service, ensuring our customers’ needs are met and our operations are positioned for success. You will oversee the timely processing of quotes and sales orders while also guiding your team in resolving customer escalations and addressing complex challenges. Both aspects of the role require precision, urgency, and a customer-first mindset. As the advocate for our customers within the organization, you will champion their needs, collaborating with internal teams to uphold our commitment to outstanding service.

RESPONSIBILITIES:

· Lead and mentor the Customer Account Manager team to ensure timely, accurate, and high-quality execution of tasks, including quote processing, sales orders, and issue resolution.
· Track and manage open customer requests and internal actions, ensuring prompt follow-through and resolution.
· Act as the voice of the customer, identifying and communicating issues to relevant departments (e.g., Management, Engineering, Estimating, Production) and ensuring effective follow-up.
· Monitor departmental performance metrics, collaborating with CAMs to achieve established goals and drive continuous improvement.
· Analyze customer feedback and performance data to proactively identify and resolve current or potential issues.
· Contribute to the achievement of goals set forth by the company.