Job Description
Job DescriptionJob ProfileJob Title: Customer Service Manager
Location: Amherst, NY
Hire Type: Direct Hire
Pay Range: $65,000 – $90,000
Work Model: On-site / Hybrid (as applicable)
Recruiter Contact: Samantha MarrancaNature & Scope:
The Customer Service Manager plays a key role in delivering exceptional service to customers, vendors, and suppliers. This position ensures smooth order fulfillment, clear communication, and strong collaboration across departments. The role also focuses on team leadership, process improvements, and maintaining high standards of service excellence.Positional Overview:
The Customer Service Manager oversees daily customer service operations, supports the order fulfillment process, develops and implements efficient processes, and manages team performance. The ideal candidate will bring strong leadership, problem-solving skills, and the ability to build lasting relationships with key accounts.Role & Responsibility:
Tasks That Will Lead To Your Success:
- Provide exceptional experiences to customers, vendors, and suppliers by responding to questions, concerns, and inquiries via phone and email.
- Oversee the order fulfillment process, coordinating closely with customers and the purchasing, operations, and sales teams to ensure on-time delivery.
- Ensure that all customer interactions are professional, clear, and courteous.
- Keep the team informed of changes to lead times and pricing to help manage customer expectations.
- Identify and implement more efficient ways to handle daily tasks and improve processes.
- Develop projects to expand knowledge of top accounts and grow relationships.
- Monitor, maintain, and create work instructions for the department; update as needed.
- Lead weekly Customer Service meetings and joint meetings with Operations.
- Resolve customer-related issues, working directly with accounts when needed.
- Create custom reports for accounts requesting weekly open order updates.
- Review orders on credit hold and escalate to the CFO as required.
- Provide training on SalesPad, CRM, Excel, and Microsoft Teams as needed.
- Serve as backup to the Customer Service team to meet service level agreements.Skills & Experience
Qualifications That Will Help You Thrive:
- Proven experience in customer service management, preferably within a manufacturing or distribution environment.
- Strong leadership and team coordination skills.
- Excellent verbal and written communication abilities.
- Proficiency with SalesPad, CRM systems, Microsoft Excel, and Microsoft Teams.
- Ability to develop and maintain strong customer and vendor relationships.
- Strong problem-solving skills and attention to detail.
- Ability to handle multiple tasks and prioritize in a fast-paced environment.