Customer Service Manager
On-site · Grand Rapids, Michigan, United States
Job Summary
Customer Service Manager leading a manufacturing/multi-location operations team to deliver world-class service, build customer relationships, drive process improvements, and collaborate with Sales/Marketing/Distribution to support growth. Key responsibilities include leading a customer service team, coaching and developing staff, managing key accounts, implementing service strategies, monitoring KPIs, resolving escalated customer issues, identifying upsell opportunities, and collaborating across departments to onboard new customers and enhance efficiency. Requires proven leadership in customer service, strong communication and problem-solving abilities, proficiency with CRM/ERP and Microsoft Office, and a Bachelor’s degree (preferred) with 5+ years of progressive customer service experience and 3+ years in leadership. Bilingual skills are a plus.
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