Customer Service Manager

Customer Service Manager

Location: Skagit / Whatcom County, WA (Mount Vernon, Bellingham & San Juan Islands)
Company: Lautenbach Recycling / Northwest Container / Skagit Soils

About the Role

We are seeking an experienced Customer Service Manager to lead and develop our customer service team while ensuring an exceptional customer experience across our operations. This role is responsible for managing daily customer service activities, improving processes, and driving measurable performance results.

The ideal candidate is a strong leader, problem solver, and communicator who can balance team development, operational efficiency, and customer satisfaction.

This position works closely with operations, accounting, and leadership teams to ensure service delivery aligns with company goals and values.

Key Responsibilities

Team Leadership & Development

• Recruit, hire, onboard, and train customer service staff.
• Coach, mentor, and conduct performance evaluations for team members.
• Manage staffing schedules, coverage, and workload distribution.
• Address employee relations issues including discipline when necessary.
• Develop career growth and succession opportunities within the department.
• Maintain training documentation and internal knowledge resources.
• Foster a culture of accountability, professionalism, and customer focus.

Customer Service Operations

• Oversee daily customer service operations to ensure high-quality service.
• Monitor and manage key performance metrics including:
  • Response time
  • Resolution rates
  • Customer satisfaction
  • Service quality
• Handle escalated customer concerns with professionalism and sound judgment.
• Support the team during high-volume periods as needed.
• Manage communication channels including phone queues and shared inboxes.
• Prepare monthly service performance reports and trend analysis.

Process Improvement

• Identify opportunities to improve workflows, procedures, and service tools.
• Lead continuous improvement initiatives using service data and customer feedback.
• Partner with leadership on workforce planning and departmental budgeting.
• Assist with evaluation and implementation of CRM or service systems.
• Participate in company initiatives that impact customer experience and efficiency.

Billing Coordination

• Oversee billing-related customer service processes for accuracy and consistency.
• Monitor trends in billing inquiries and escalations.
• Work with accounting and operations to resolve recurring issues.
• Ensure staff are properly trained on billing procedures and escalation protocols.

Cross-Department Collaboration

• Partner with operations, accounting, and leadership teams to align service goals.
• Maintain professional relationships with customers, vendors, and internal teams.
• Support special projects and additional responsibilities as needed.

Qualifications

Required

• Minimum 3 years of customer service experience
• Demonstrated and verifiable leadership or supervisory experience for at least two years
• Experience with process improvement or operational efficiencies
• Strong problem-solving and organizational skills
• Excellent written and verbal communication skills
• Proficiency in Microsoft Office
• At least a two year degree

Preferred

• Experience in sales, marketing, logistics, or service operations
• CRM or customer service software experience
• 4 year or Advanced Degree

Work Environment

This position supports multiple operational locations including:

• Mount Vernon
• Bellingham
  
• San Juan Islands

Work may occur at active recycling and construction material facilities, which may include traffic, noise, and dust. Some remote work flexibility may be available with appropriate coverage.

Physical Requirements

• Prolonged periods working at a desk and computer
• Ability to occasionally lift up to 15 pounds

Benefits

• Competitive hourly pay (DOE)
• Company pays 100% of L&I premiums
• Employee Assistance Program
• Paid Sick Leave: 1 hour per 40 hours worked
• Paid Time Off: 1 hour per 40 hours worked in first year
• Family-oriented company culture where your work is valued and appreciated

Why Join Us

Our companies support the region’s construction, recycling, and materials management industries. We pride ourselves on being a team-focused organization where employees are respected, supported, and given opportunities to grow.

Apply today to join a team committed to excellent service and continuous improvement.