Customer Service Manager

Job Summary:

The Customer Service Manager is responsible for leading the customer service team to deliver exceptional customer experience while ensuring efficient order management and strong collaboration across Sales, Supply Chain, Operations, Production, Logistics, and Finance. This role develops and executes the customer service strategy, drives continuous improvement, develops team members, and supports operational excellence in a fast-paced manufacturing environment.

Duties/Responsibilities:

• Lead, coach, mentor, and develop the customer service team.
• Develop and implement the customer service strategy in alignment with company objectives.
• Establish and monitor customer service goals, KPIs, and performance standards.
• Ensure timely and accurate processing of customer orders.
• Resolve escalated customer concerns and implement effective service recovery.
• Monitor customer satisfaction (CSAT) and implement corrective actions as needed.
• Drive customer retention by building strong customer relationships and ensuring a high level of service.
• Coordinate customer priorities with Sales, Production, Supply Chain, Logistics, and Finance.
• Monitor order flow, shipping performance, and backlog status.
• Analyze service metrics and identify opportunities for process improvements.
• Develop, maintain, and improve Standard Operating Procedures (SOPs).
• Support forecasting, demand planning, and customer communications.
• Prepare reports and provide recommendations to executive leadership.
• Promote a culture of continuous improvement, accountability, and customer focus.
• Support ERP and CRM system improvements and process optimization.
• Evaluate and implement new technologies, including AI, to enhance customer service operations.

Required Skills:

• Strong leadership and team development skills.
• Excellent customer service and conflict resolution abilities.
• Strong relationship management and interpersonal skills.
• Excellent verbal and written communication skills.
• Strong organizational and time management skills.
• Strong analytical, problem-solving, and data-driven decision-making abilities.
• Ability to collaborate effectively across multiple departments.
• Sense of urgency, accountability, and customer focus.
• Proficiency with ERP and CRM systems.
• Advanced knowledge of Microsoft Office Suite, including Excel.
• Ability to manage multiple priorities in a fast-paced manufacturing environment.
• Commitment to continuous improvement and operational excellence.

Education and Experience:

• Bachelor's degree in Business, Supply Chain, Marketing, or a related field preferred.
• Minimum of seven (7) years of customer service experience, including leadership responsibilities.
• Manufacturing, industrial, chemical, or lubricant industry experience preferred.
• Experience developing KPIs and managing departmental performance.
• Experience with order management, logistics, and supply chain operations preferred.
• Experience leading teams and driving continuous improvement initiatives.
• Experience with ERP systems and customer relationship management (CRM) software.

Physical Requirements:

• Prolonged periods of sitting and working at a computer.
• Ability to communicate effectively in person, by phone, and electronically.
• Ability to occasionally lift up to 20 pounds.
• Ability to work in both office and manufacturing environments.
• Must be able to walk through production and warehouse areas and wear required personal protective equipment (PPE) when entering operational areas.
• Ability to travel occasionally to company locations, customers, or industry events as needed.

Omni Specialty Packaging is an Equal Opportunity Employer (EOE)