Job Description
Job DescriptionDescription:
Are you a customer service leader who thrives on developing people, optimizing processes, and delivering exceptional client experiences? If you’re passionate about strategic service delivery and leading high-performing teams, we want to hear from you.
We are seeking an experienced Customer Service Manager to oversee and support a team of Customer Service Representatives (CSRs) while driving operational efficiency and service excellence. This role is ideal for a results-oriented professional with a strong B2B background who can align service operations with business objectives and create positive, lasting customer relationships.
Key Responsibilities
- Lead, supervise, and support daily activities of the Customer Service team.
- Provide coaching, mentoring, and development opportunities to drive team growth and performance.
- Set clear performance expectations and foster a culture of accountability, collaboration, and continuous improvement.
- Facilitate regular team meetings to align on goals, address challenges, and share service strategies.
- Resolve escalated customer issues with professionalism and efficiency.
- Maintain strong relationships with key B2B clients and ensure service levels meet contractual obligations.
- Oversee order processing, account management, and client communications to ensure a seamless customer experience.
- Standardize and improve customer service workflows and documentation practices.
- Collaborate with Sales, Logistics, and Finance teams to ensure alignment across functions and consistent customer outcomes.
- Analyze reports and service metrics to identify trends, opportunities for upselling, and areas for process improvement.
- Develop and implement service strategies that support broader business objectives.
- Drive initiatives to enhance customer satisfaction, reduce response times, and improve overall team performance.
- Perform other duties as assigned to support department and company goals.
Qualifications
- Bachelor’s degree in Business Administration, Communications, Supply Chain Management, or a related field.
- 10+ years of progressive customer service or client relations experience, with at least 3–5 years in a leadership or supervisory role.
- Experience managing CSR leads and multi-tiered customer service teams.
- Proven ability to manage B2B client relationships, preferably in manufacturing, logistics, or distribution environments.
- Strong leadership skills with demonstrated success in coaching and developing teams.
- Proficiency in CRM platforms and advanced data tools such as Excel, Power BI, or similar reporting software.
- Strong communication, problem-solving, and interpersonal skills.
- Experience with order management, sales reporting, and CRM analytics.
- Certifications such as Six Sigma, PMP, or Customer Experience Management are a plus.
- Must pass drug screening, complete a background check, and be legally eligible to work in the United States.
Working Conditions & Physical Requirements
- Regular business hours, Monday through Friday, with occasional flexibility required based on business needs.
- Primarily sedentary work involving extended periods at a desk and frequent computer use.
- Regular interaction with internal teams and external clients through phone, email, and meetings.
- Manual dexterity required for typing, filing, and operating standard office equipment.
- Strong visual and auditory skills needed for reviewing documents, data analysis, and virtual/in-person communication.
Benefits
- Company ownership through Employee Stock Ownership Plan (ESOP)
- 401(k)
- Discretionary bonus and yearly salary increase
- Holiday, Vacation, and Sick pay
- Medical, Dental, and Vision Insurance
- Education and Employee Assistance Programs
- Life Insurance
- Short- and Long-term Disability
- Wellness Program including Fitness Facility Reimbursement
At the heart of this role is a commitment to customer satisfaction, operational excellence, and team leadership. If you’re driven by impact and ready to lead a dynamic team in a growing organization, apply today!
This job advertisement should not be interpreted as all-inclusive. It is intended to identify the major responsibilities and requirements of a job. The individual may be required to perform job-related responsibilities and tasks other than those stated in this description.
This advertisement does not constitute an employment agreement between Jones-Hamilton Co. and the employee and is subject to change by Jones-Hamilton Co. as the needs of the organization and/or the requirements of the function change.
Pay is commensurate with experience and education. Jones-Hamilton Co. is an equal opportunity employer and will not discriminate based on an employee’s race, color, gender, sexual orientation, gender identity, age, religion, national origin, disability, genetic information, veteran/military status, or any other classification protected by law.
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