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:
- 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.