Customer Service Manager

This position will oversee day to day operations and lead our client's customer service team with a focus on driving continuous improvement initiatives. This leader will play a key role in delivering an exceptional customer experience, optimizing internal processes, and building a high-performing, customer-focused team. Key ResponsibilitiesLead, coach, and develop a customer service team while fostering a high-performance and customer-first cultureOversee daily customer service operations, including order processing, inquiries, and issue resolutionManage and resolve customer concerns via phone and email, including escalated issuesProcess and oversee RMAs, mis-shipments, and customer contract administrationMonitor and analyze key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction; implement improvements as neededCollaborate cross-functionally with sales, operations, and supply chain to ensure seamless service deliveryIdentify and implement process improvements to drive efficiency and enhance the customer experienceDevelop and deliver training programs to support team growth and consistency in service standardsSupport CRM/ERP system enhancements and digital transformation initiativesParticipate in hiring, onboarding, and ongoing development of customer service staffEstablish and maintain strong relationships with customers and key stakeholders