Customer Service Manager - Kane Partners LLC : Job Details

Client is a leading manufacturer with 10 production sites and over 900 employees dedicated to delivering high-quality products to our global customer base. Our commitment to customer satisfaction, operational efficiency, and continuous improvement has made us an industry leader in [industry/sector]. We are seeking a dynamic, solutions-oriented Customer Service Manager to join our team and lead a dedicated group of professionals ensuring seamless service and support to our customers across various distribution channels.

Position Overview:

The Customer Service Manager will oversee a team of 8-9 customer service representatives and work closely with Sales, Logistics, and Distribution teams to ensure a seamless customer experience. This individual will be responsible for managing daily customer service operations, resolving complex customer issues, and driving continuous improvements to enhance service levels and customer satisfaction.

The ideal candidate will be a proactive, empathetic problem solver with strong leadership skills and the ability to collaborate effectively across multiple departments to meet customer needs and support business goals.

Key Responsibilities:

· Team Management & Leadership:

o Lead, mentor, and develop a team of 8-10 customer service representatives, providing guidance, support, and performance management.

o Foster a collaborative and customer-centric team culture.

o Develop training programs to improve team performance, product knowledge, and customer interaction skills.

o Conduct regular one-on-one meetings and performance reviews to assess team goals and progress.

· Customer Support & Issue Resolution:

o Oversee daily customer service operations, ensuring timely and accurate responses to customer inquiries.

o Handle and resolve escalated customer complaints and complex issues related to products, delivery, or service.

o Work with other departments (Sales, Logistics, Distribution) to resolve order discrepancies, shipping delays, and any other customer-related challenges.

· Collaboration & Cross-Functional Coordination:

o Act as a liaison between customer service, sales, logistics, and distribution teams to ensure alignment on customer needs, order fulfillment, and service issues.

o Partner with sales teams to support customer retention, resolve issues, and develop opportunities for upselling or additional services.

o Collaborate with logistics and distribution teams to ensure on-time delivery and address any issues impacting customer satisfaction.

· Process Improvement & Reporting:

o Continuously assess and refine customer service processes and workflows to improve efficiency, accuracy, and overall customer experience.

o Analyze customer feedback and service metrics to identify trends and areas for improvement.

o Provide regular reports on customer service performance, including KPIs, order fulfillment, response times, and resolution outcomes.

· Customer Relationship Management:

o Build strong relationships with key customers, ensuring their needs are met and that any issues are addressed promptly and professionally.

o Proactively identify potential service disruptions and take corrective actions to prevent customer impact.

o Support the creation and implementation of customer loyalty programs and initiatives.

Qualifications:

· Experience & Skills:

o Minimum 5 years of experience in customer service or operations management, preferably within a manufacturing or distribution environment.

o At least 2 years in a managerial role leading a team.

o Strong problem-solving skills and the ability to navigate complex customer issues.

o Proven ability to manage cross-functional relationships and collaborate effectively with sales, logistics, and distribution teams.

o Excellent communication, interpersonal, and leadership skills.

· Technical Skills:

o Proficiency with CRM software, ERP systems, and Microsoft Office Suite (Excel, Word, PowerPoint).

o Experience with order management and inventory control systems is a plus.

· Education:

o Bachelor's degree in Business, Operations, or related field is preferred but not required.

Benefits:

· Competitive salary based on experience.

· Health, dental, and vision insurance.

· Retirement savings plan (401k).

· Paid time off and holiday pay.

· Opportunities for professional development and career growth.

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Company is committed to fostering a diverse and inclusive workplace. We encourage applicants from all backgrounds to apply.