Customer Service - Manager

Join us at JSI! Manager of the Customer Service Team Are you a customer-focused leader who enjoys building and developing high-performing teams while delivering exceptional service? We are looking for a Manager, Customer Service Team to lead our customer service operations in a fast-paced custom manufacturing environment. In this role, you will guide a dedicated team that supports our customers with millwork, metal, refrigeration products, and related store fixture solutions. You'll create a positive team culture, drive continuous improvement, and ensure every customer receives world-class support. What You'll Do Lead daily operations of the Customer Service Team, including training, coaching, team building, conflict resolution, and succession planning. Personally handle escalated customer inquiries and complex issues to deliver outstanding service. Set clear performance goals focused on order accuracy, response times, and resolution rates. Develop and maintain customer scorecards and metrics; regularly report insights to leadership. Oversee accurate and timely order entry, processing, and confirmation across all channels (phone, email, EDI, etc.) using ERP systems such as Macola or Visual. Collaborate closely with Operations, Manufacturing, Scheduling, and Shipping to prioritize customer needs and meet lead times. Manage order changes, cancellations, expedites, special requests, Return Goods Authorizations (RGAs/RMAs), credits, and replacements. Monitor multi-plant and drop-ship orders, coordinate with carriers, and resolve delivery issues. Assess training needs, conduct product training sessions, and drive continuous process improvements. Support team recognition initiatives and special projects as needed. What You Bring Solid knowledge of manufacturing, distribution, or similar environments (experience with millwork, metal, or refrigeration products is a plus). Strong leadership and interpersonal skills with a collaborative, team-player mindset. Excellent verbal and written communication skills for working with customers, sales, production teams, and vendors. Superior organizational and time-management abilities; able to multi-task effectively in a fast-paced setting. High attention to detail and strong basic math skills. Proficiency with ERP systems (Macola, Visual, or similar), Excel, and standard business tools. Self-motivated attitude with a commitment to continuous improvement and team development. Schedule & Location Monday - Friday, Day Shift (standard business hours) Onsite position If you thrive on leading teams, solving customer problems, and working in a dynamic manufacturing environment, we encourage you to apply. We are an equal opportunity employer and value diversity in our workforce.