Customer Service Manager

ROLE RESPONSIBILITIES

• Lead, coach, and develop a team of customer service representatives to meet performance goals and service standards.
• Manage daily operations of the customer service department, including staffing, scheduling, and performance tracking.
• Handle escalated customer concerns and resolve issues with professionalism and empathy.
• Collaborate cross-functionally with departments such as Sales and Operations to address customer needs and resolve service-related issues
• Analyze customer feedback, identify trends, and recommend improvements to products, services, or processes.
• Monitor team metrics such as response times, resolution rates, and customer satisfaction.
• Maintain up-to-date knowledge of company products, services, and promotions.
• Ensure compliance with company policies and relevant regulations.
• Performs other related duties as assigned.

• Bachelor’s degree in business, communications or related field preferred.
• 5-7 years of experience in customer service with at least 2-4 years in a supervisory or management role.
• Strong leadership and team management skills with proven ability to lead and motivate a team in a fast-paced environment.

• Ability to coach and mentor customer service representatives.
• Ability to manage large pivotal high-profile accounts with multiple product lines generating sales of $1,000,000
• Excellent communication, conflict resolution, and problem-solving abilities.

• Service-oriented with the ability to resolve customer complaints and issues while maintaining a professional and calm demeanor
• Excellent interpersonal and customer skills with attention to detail
• Excellent time management skills with a proven ability to meet deadlines and work well under pressure
• Respectful of all and ability to inspire work and cooperation with multiple teams
• Exceptional organizational skills to support multiple projects
• Proficient computer skills with the ability to learn software
• Remote candidates should expect to travel to our Elberfeld, Indiana office as needed, which may be approximately 30-40% of the time.

• Private health, dental, vision and voluntary life insurance plans
• Participation in 100% employee-owned ESOP
• Company paid life insurance, short-term and long-term disability
• Paid PTO and company paid holidays
• 401(k) matching
• Good work/life balance
• Opportunity to join a company experiencing strong, consistent growth