CUSTOMER SERVICE MANAGER

CUSTOMER SERVICE MANAGER
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:

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• Lead and manage the daily workflow and priorities of the Customer Service department.
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• Supervise, coach, and develop Customer Service Representatives to achieve department and company goals.
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• Establish, monitor, and track customer service goals and performance metrics.
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• Handle escalated customer inquiries, concerns, and complaints, ensuring timely and effective resolution.
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• Oversee customer requests related to orders, quotes, invoices, billing, payments, pricing, and company policies.
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• Serve as a primary liaison between customers and internal departments, including Sales, Operations, and Accounting.
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• Review and help resolve order issues, pricing discrepancies, billing concerns, and other customer-related matters.
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• Monitor customer accounts to ensure information, orders, and transactions are accurate and up to date.
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• Gather and utilize customer feedback to identify opportunities to improve service and processes.
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• Identify and implement process improvements that enhance efficiency and the overall customer experience.
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• Ensure customer inquiries and transactions are properly documented and followed through to completion.
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• Prepare and analyze customer service reports and performance metrics.
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• Assist with training and onboarding of customer service team members.
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• Promote a professional, collaborative, and customer-focused environment.
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• Ensure department activities are aligned with company policies, procedures, and objectives.
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PREFERRED QUALIFICATIONS FOR THE CUSTOMER SERVICE MANAGER:

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• Bachelor's degree preferred; equivalent experience will be considered.
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• 3+ years of customer service experience, preferably within a manufacturing, industrial, or technical environment.
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• Previous customer service management or supervisory experience strongly preferred.
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• Strong leadership and team-building skills.
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• Excellent verbal and written communication skills.
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• Strong problem-solving, decision-making, and analytical abilities.
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• Highly organized and detail-oriented with the ability to manage multiple priorities.
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• Strong customer-service mindset with a commitment to customer satisfaction.
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• Proficiency with Microsoft Office, particularly Excel and Word.
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• Ability to work effectively with Sales, Operations, Accounting, and other internal teams.
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