Customer Service Manager
$90,000–$90,000 year
On-siteBaton Rouge, Louisiana, United States
Job Summary
Lead, coach, and develop the customer service team while executing strategy aligned with company objectives. Establish and monitor goals, KPIs, and performance standards to ensure timely order processing and resolve escalated concerns. Coordinate priorities with Sales, Supply Chain, Production, Logistics, and Finance to drive retention and analyze service metrics for continuous improvement. Develop and maintain Standard Operating Procedures, support ERP and CRM enhancements, and implement new technologies like AI. Prepare reports for executive leadership and promote a culture of accountability. Requires seven years of experience in a manufacturing environment with proficiency in ERP systems and advanced Excel skills.
Required Qualifications
- Bachelor's degree in Business, Supply Chain, Marketing, or a related field preferred
- Minimum of seven (7) years of customer service experience, including leadership responsibilities
- Manufacturing, industrial, chemical, or lubricant industry experience preferred
- Experience developing KPIs and managing departmental performance
- Experience with order management, logistics, and supply chain operations preferred
- Experience leading teams and driving continuous improvement initiatives
- Experience with ERP systems and customer relationship management (CRM) software
- Prolonged periods of sitting and working at a computer
- Ability to communicate effectively in person, by phone, and electronically
- Ability to occasionally lift up to 20 pounds
- Ability to work in both office and manufacturing environments
- Must be able to walk through production and warehouse areas and wear required personal protective equipment (PPE) when entering operational areas
- Ability to travel occasionally to company locations, customers, or industry events as needed
Desired Qualifications
- Strong leadership and team development skills
- Excellent customer service and conflict resolution abilities
- Strong relationship management and interpersonal skills
- Excellent verbal and written communication skills
- Strong organizational and time management skills
- Strong analytical, problem-solving, and data-driven decision-making abilities
- Ability to collaborate effectively across multiple departments
- Sense of urgency, accountability, and customer focus
- Proficiency with ERP and CRM systems
- Advanced knowledge of Microsoft Office Suite, including Excel
- Ability to manage multiple priorities in a fast-paced manufacturing environment
- Commitment to continuous improvement and operational excellence
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