Customer Service Manager

  • Dayton, OH
  • USA

Reports to: Vice President of Sales & Marketing

Job Purpose: Support all sales functions in relation to customer satisfaction. Ensure systematic excellence in support of customer service staff and order entry management.

Job Description: Employee in this position will perform all activities necessary to exceed customer fulfilment. Ensure accuracy in sustainability of current processes; while at the same time reviewing options to improve current procedures and / or implementation of new. Works with manufacturing and the external sales team to safeguard commitments are achieved.


  • Collaborates and implements new processes.
  • Contributes to team effort by accomplishing related results as needed.
  • JDE, or other ERP Skill base and CRM expert and liaison.
  • Maintains customer satisfaction by providing problem-solving resources.
  • KPI creation and management.
  • Manages staff and communicates job expectations.
  • Accomplishes customer service human resource objectives by selecting, training, and coaching employees.
  • Plans, monitors, appraises, and reviews job contributions of others.
  • Enforces company policies and procedures.
  • Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews.
  • Prepares and completes actions plans.
  • Implements production, productivity, quality, and customer-service standards.
  • Resolves problems.
  • Identifies customer service trends and determines system improvements.
  • Prepares annual budgets.
  • Improves customer service quality results by studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results.
  • Resolves problems and disseminates advisories and warnings.
  • Experience in developing and implementing inside sales capabilities.
  • Leads project management objectives and activities.

Other Job Skills:

  • Microsoft Excel
  • Process improvement
  • Strong decision-making skills
  • Managing processes
  • Familiarity in supervising both remote and in-house based teams
  • Staffing
  • Planning
  • Analyzing information
  • Developing standards

Requirements: Must have at least five years of strong proven managerial experience in customer service, order entry and performance management. Must be a driven, highly-motivated individual demonstrating attention to detail along with strong people management skills. Strong written and verbal communication skills is a must; includes reporting, email, meetings, etc.

Other job responsibilities will be assigned by management as required and as appropriate to the position.

Education: Bachelor's Degree preferred.

Qualified candidates should send their resumes to