We are seeking an experienced Customer Service Manager to lead a customer service team while serving as a key liaison between customers and internal departments. This is a highly visible, client-facing leadership position responsible for ensuring customers receive accurate, timely, and professional support throughout the order process. The Customer Service Manager will oversee customer service representatives, manage customer accounts, coordinate order and forecast activity, resolve escalated issues, develop and train staff, and work closely with production, planning, quality, sales, and other departments to meet customer expectations. The ideal candidate will have strong management and training experience, excellent communication skills, and the ability to successfully manage multiple customer accounts and priorities in a fast-paced manufacturing or production environment. Key Responsibilities Lead, supervise, coach, and develop customer service representatives and administrative support staff. Provide ongoing employee training, mentoring, performance feedback, and on-the-job training. Establish clear expectations and delegate responsibilities across the customer service team. Serve as a primary point of contact for customers regarding orders, delivery schedules, forecasts, account requirements, and service concerns. Build and maintain professional relationships with customers while ensuring a high level of customer satisfaction. Receive, review, process, and track customer purchase orders. Perform contract and order review activities to verify customer requirements, pricing, quantities, specifications, and delivery expectations. Coordinate customer forecasts and communicate anticipated demand with planning, production, purchasing, and other internal departments. Provide customers with regular updates regarding order status, production progress, delivery schedules, and potential delays. Proactively communicate with customers when delivery commitments may be affected by production, quality, material, or scheduling concerns. Resolve customer complaints and escalated service issues professionally and efficiently. Coordinate with production planning, quality, operations, sales, purchasing, and shipping teams to support customer requirements. Conduct regular customer service team meetings to review open orders, customer concerns, priorities, opportunities, and work in progress. Develop and implement customer service procedures and processes designed to improve responsiveness, accuracy, and customer satisfaction. Monitor departmental performance and identify opportunities for continuous improvement. Maintain accurate customer account records, correspondence, order documentation, status reports, and customer satisfaction information. Assist with customer account and program management, including budgeting, profitability, project coordination, forecasting, and strategic planning activities. Review customer trends and service metrics and provide reporting to leadership as needed. Ensure employees follow established processes, documentation requirements, and company policies. Collaborate across departments to ensure the smooth flow of information and work throughout the organization. Help minimize waste related to labor, materials, equipment, and other departmental resources. Support special projects and customer programs as assigned. Qualifications Bachelor's degree preferred; equivalent education and relevant professional experience will be considered. Minimum of 2-5 years of successful management or supervisory experience required. Senior-level candidates with 7+ years of leadership experience in customer service, production planning, production control, manufacturing, or a related environment are strongly encouraged to apply. Previous experience managing and developing employees. Strong training, coaching, and team-development experience. Proven experience communicating directly with customers and managing client relationships. Experience handling escalated customer concerns and resolving complex service issues. Strong leadership, organization, decision-making, and problem-solving skills. Ability to manage multiple customer accounts, projects, deadlines, and changing priorities simultaneously. Strong written and verbal communication skills. Ability to influence and collaborate with employees and leadership outside of the customer service department. Strong working knowledge of Microsoft Office, including Excel, Word, Outlook, and related business applications. Experience working with an ERP or manufacturing operating system required; MieTrak experience is a plus. Experience with purchase orders, work orders, contract review, order processing, forecasting, and production coordination preferred. Manufacturing, production, industrial, or similar customer service experience strongly preferred. Bilingual English/Spanish is a plus. We are looking for a hands-on leader who can successfully balance customer relationships and team management. The right candidate will be comfortable communicating directly with clients, developing employees, solving problems, managing competing priorities, and working closely with multiple departments to ensure customer commitments are met. Candidates should have a strong sense of ownership, excellent follow-through, and the ability to create a positive, accountable, and customer-focused team environment.

Compensation & Schedule Salary:

$75,000+ annually, depending on experience Full-Time Day Shift Typical hours approximately 7:00 AM - 4:30 PM Ability to work 10-hour days when required and one of our recruiters will reach out to you! Balance Staffing is proud to be an equal-opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other characteristic protected by federal or state law.

Pay:

$75,000.00 per year

Benefits:

Dental insurance Health insurance Paid time off Vision insurance

Work Location:

In person