A Customer Service Manager manages staff that provide customer service for a company. Assists staff as needed, or deals directly with customers. Implements policies with regard to company products or services. Answers questions, resolves problems and complaints and approves refunds or exchanges for customers.
Morgantown, WV $75,000- $90,000 Our client is seeking an experienced Customer Service Manager to lead the day-to-day operations of the customer service department and ensure a high level of service for both internal and external customers. This position will oversee and support a team of Customer Service Representatives while serving as a key liaison between customers, Sales, Operations, and other internal departments. The ideal candidate is a strong people leader who is highly organized, customer-focused, and comfortable managing multiple priorities in a fast-paced manufacturing environment.
OVERVIEW OF THE CUSTOMER SERVICE MANAGER ROLE
Lead and manage the daily workflow and priorities of the Customer Service department. Supervise, coach, and develop Customer Service Representatives to achieve department and company goals. Establish, monitor, and track customer service goals and performance metrics. Handle escalated customer inquiries, concerns, and complaints, ensuring timely and effective resolution. Oversee customer requests related to orders, quotes, invoices, billing, payments, pricing, and company policies. Serve as a primary liaison between customers and internal departments, including Sales, Operations, and Accounting. Review and help resolve order issues, pricing discrepancies, billing concerns, and other customer-related matters. Monitor customer accounts to ensure information, orders, and transactions are accurate and up to date. Gather and utilize customer feedback to identify opportunities to improve service and processes. Identify and implement process improvements that enhance efficiency and the overall customer experience. Ensure customer inquiries and transactions are properly documented and followed through to completion. Prepare and analyze customer service reports and performance metrics. Assist with training and onboarding of customer service team members. Promote a professional, collaborative, and customer-focused environment. Ensure department activities are aligned with company policies, procedures, and objectives.
PREFERRED QUALIFICATIONS FOR THE CUSTOMER SERVICE MANAGER
Bachelor's degree preferred; equivalent experience will be considered. 3+ years of customer service experience, preferably within a manufacturing, industrial, or technical environment. Previous customer service management or supervisory experience strongly preferred. Strong leadership and team-building skills. Excellent verbal and written communication skills. Strong problem-solving, decision-making, and analytical abilities. Highly organized and detail-oriented with the ability to manage multiple priorities. Strong customer-service mindset with a commitment to customer satisfaction. Proficiency with Microsoft Office, particularly Excel and Word. Ability to work effectively with Sales, Operations, Accounting, and other internal teams. EB-1890543570
