Job Description

Customer Service Manager

Salary: $70,000-$100,000

Job Type: Full-time; permanent

Bonus: Discretionary

Location: Oak Creek, WI - Hybrid (1 day remote weekly)

Schedule: M-F; 8-5 (flexible)

Job Summary

A well-established manufacturing organization is seeking an experienced Customer Service Manager to oversee customer service operations and lead a team supporting a technical, configurable product line. This position plays a critical role in ensuring a high standard of customer experience, operational accuracy, and cross-functional collaboration.

Position Summary

The Customer Service Manager is responsible for supervising customer service staff, optimizing service-related processes, and serving as a key liaison between customers and internal departments. This role requires a hands-on leader with a strong understanding of manufacturing environments, order management, and ERP/CRM systems.

Key Responsibilities

• Lead, supervise, and develop a team of customer service professionals
• Ensure accurate and timely order entry, order acknowledgements, and invoicing
• Drive continuous improvement initiatives related to customer service workflows and systems
• Serve as an escalation point for complex customer issues and order discrepancies
• Collaborate closely with sales, manufacturing, engineering, quality, and accounting teams
• Monitor team performance, error rates, and service metrics; implement corrective actions as needed
• Maintain customer records, pricing agreements, and documentation
• Provide guidance on terms, conditions, and customer purchase requirements
• Support management by identifying trends, risks, and opportunities related to customer satisfaction

Qualifications

• Bachelor’s or Associate’s degree in Business Administration or a related field preferred
• Minimum of 5 years of customer service management experience in a manufacturing setting
• Experience supporting configurable or technical product lines
• Proficiency with Microsoft Office and experience working with ERP and CRM systems
• Strong leadership, organizational, and problem-solving skills
• Ability to manage multiple priorities and operate effectively in a deadline-driven environment
• Professional communication style with a customer-focused approach

Benefits

• Comprehensive benefits package with significant employer-paid premiums
• 401(k) with profit sharing
• Paid holidays and paid time off

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