Job Description
Job Title: Customer Service Manager
Location: Apex, NC (Fully Onsite)
Salary: $85,000–$100,000 base salary
Benefits: Eligible for Dental, Vision, Medical, 401(k)
About the Role
This Customer Service Manager role is a highly visible, customer-facing position supporting active customers in a fast-paced manufacturing environment. You will manage end-to-end order processing, proactively communicate with customers regarding order status, delays, and logistics, and serve as a trusted point of contact for ongoing client needs.
Must-Have Qualifications
- 3–5 years of true customer service management experience.
- Experience in manufacturing or a similar operational environment (no retail or call center backgrounds)
- High school diploma or equivalent required; Bachelor’s preferred (or equivalent experience)
- Proficiency in SAP, Microsoft Office, Excel, and other web-based systems
- Demonstrated experience in order entry and diffusing customer complaints
Soft Skills & Leadership Traits
- Customer-centric and service-oriented mindset
- Thick skin; able to handle difficult conversations professionally
- Strong problem-solving and conflict resolution skills
- Proactive, forward-facing, and solutions-focused
- Confident communicator with the ability to build strong customer relationships
- Adaptable, resilient, and able to thrive in a fast-paced environment
- Strong ownership and accountability for outcomes
Key Responsibilities
- Input, manage, and review customer orders for accuracy and readiness for shipment
- Proactively communicate with customers regarding delays, changes, or issues
- Direct customer interaction on a daily basis
- Previous experience managing or mentoring staff (will have 2 direct reports)
- Coordinate deliveries and ensure customer carriers are prepared
- Maintain and manage repeat customer relationships
- Handle inquiries, complaints, and escalations professionally
- Generate and maintain order, billing, and service-level reports
- Perform daily billing and process debits/credits as needed
- Maintain customer pricing files
- Coordinate warehouse pickups with customers, sales, and third-party warehouses
- Lead and manage Customer Service functions and staff (for managerial role)
- Optimize processes to achieve KPIs and maintain accurate SAP master data
- Evaluate vendor/3PL partner performance and resolve quality or logistics issues