Customer Service Manager

Bowling Green, OH 43402

Posted: 04/04/2023 Job Number: 23550333

Job Description


Manages the Customer Service Team activities and interacts with other inner company teams to ensure service objectives are met. Responsible for staffing, training, coaching, budgeting, and performance of Customer Service Team. Continually review policies and procedures to guarantee compliance and efficiency without sacrificing customer satisfaction.


DUTIES AND EXPECTATIONS: other duties may be assigned as needed 
  • Strong communication skills. Leaders must be able to share and receive information, requiring strong verbal and written communication skills. Communications can be both formal and informal, and the customer service manager must be able to adjust communications for their target audience.
  • Strong leadership skills. The customer service manager must be able to work with people with different needs. They must also create an environment and reward system that will motivate employees to perform at their peak.
  • Assure staff has proper levels of knowledge in all areas including interpersonal skills, telephone and email etiquette, product/technical knowledge, Marketing programs and promotions, and performance expectations.
  • Manage ACD phone system design and routing.
  • Develop and implement processes as policies/programs change and new software programs are adopted. Provide processes for unique situations like sales promotions and product recalls.  
  • Knowledge of order processing and understanding of customer pricing and contracts.
  • Working with IT, assure utilization of the latest, most appropriate systems to provide the best customer experience possible as well as the most efficient means to accomplish our objectives, including hardware, software selection and testing. Identify automation opportunities to improve efficiencies.
  • Troubleshoot systems’ problems to determine root cause (ie; user, software, data).
  • Track and report on the Situation System and company performance toward goal.   Ongoing review of results with department heads to insure continuous improvement actions.   Monthly meetings with each Customer Service team member to review status and make decisions on completing.
  • Provide performance measurement reports for the Customer Service operation to ensure performance standards are being met.   Share reports with team monthly.
  • Guarantee that all customer problems are resolved in a timely manner.   Become involved if situations escalate and coach team members on effective handling of sensitive situations.   Oversee work of CSR’ s to make sure we are meeting customer expectations with regards to response times and accuracy of information.   Monitor critical inbound emails to insure proper and timely handling.
  • May act as primary contact for customers that do not have direct sales representation.
  • Oversee and approve weekly time and attendance software.
  • Check constant flow of communication between all departments and Customer Service to insure we are operating with most up to date information.   Publish various communications to customer base.
  • Manage implementation of new contract fill opportunities including development of price quotes, timeline, internal implementation team, labeling, etc.

  • Bachelor’ s Degree in business related field or equivalent experience
  • 5-7 years business to business Customer Service experience 
  • 3-5 years supervisory or management background with focus on Customer Service Management.

  • Proficient with Microsoft Office Suite – Outlook, Word, Excel (knowledge of MS Query and Pivot Tables preferred) 
  • Comprehensive knowledge of an ERP system
  • Working knowledge of Automated Call Distribution (ACD) phone system
  • Excellent oral/written communication 
  • Presentations skills


Meet Your Recruiter

Jeffrey Crowell
Account Manager

Jeffrey Crowell specializes in recruitment process outsourcing.

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