Customer Service Manager

Department: Operations

Location: Cleveland, OH

FLSA Status: Exempt

Travel: <10%

Reporting to the Director of Operations

ABOUT OUR COMPANY AND PEOPLE

We were founded with the mission to reinvent how metal is bought and sold. We’ve evolved into a hybrid organization with three distinct lines of business. We’re an innovative domestic flat-rolled metals distributor and supply chain manager, an international commodities trader, and a financial services provider – all purpose-built to deliver with certainty.

At FGM we’re optimistic. Curious. Adaptable. We have a smart, ambitious team dedicated to delivering exceptional results. Our culture of transparency, daring, and innovation helps our team achieve goals they didn’t think possible.

We tackle complex problems and work hard. We’re collaborators, fast learners, and innovators in our field. Together, we’re redefining an industry that is ready for a new way of doing things. Our employees have strong work ethics, sharp intellect, and high energy. At FGM we are not only very good at what we do; we are also proud of how we execute.

THE ROLE

The Customer Service Manager is a key leadership role responsible for developing, continuously improving, and delivering best-in-class customer service. As the subject matter expert on customer service, you will lead the Customer Service team, promote a customer-centric culture throughout the organization, and translate our customer service strategy into action. Your primary goal is to increase customer satisfaction, loyalty, and retention by exceeding customer expectations.

RESPONSIBILITIES:

The essential duties and responsibilities include the following. Other duties may be assigned as necessary.

• Develop and oversee all aspects of the organization's customer service policies, objectives, and initiatives.
• Establish and enforce service level standards, holding customer service representatives (CSRs) accountable for meeting or exceeding those standards.
• Design and implement policies and procedures that foster high-level customer service.
• Provide expertise to various Operations departments during the deal formation process.
• Lead the deal approval process.
• Develop and implement systems to capture and report meaningful metrics for the company.
• Monitor and manage daily shipments and invoicing levels to align with forecast goals.
• Prepare daily gross profit (DGP) reports.
• Maintain accurate backlog reporting.
• Collaborate with the sales team and Commercial leadership to develop weekly forecast numbers.
• Align customer service initiatives with the organization's objectives.
• Foster effective communication and collaboration among internal teams/departments to achieve shared goals.
• Facilitate relationships between CSRs and their Commercial Team partners.
• Proactively address customer concerns by meeting with internal teams and resolving issues in a timely manner.
• Take ownership of customer issues and ensure timely resolution.
• Create an engaging customer experience.
• Recruit, mentor, and develop CSRs, fostering an environment conducive to their growth and success.

REQUIREMENTS FOR SUCCESS

• Bachelor's degree in a related field (preferred).
• Managerial experience with multiple direct reports, along with prior experience in account management, inside sales, or customer service.
• Experience in the steel/metals industry (preferred).
• Strong strategic and customer focus.
• Excellent communication, teamwork, and conflict-resolution skills.
• High attention to detail.
• Ability to adapt and organize efficiently in response to evolving business needs.

SUPERVISORY REQUIREMENT:

• The Customer Service Manager will be responsible for supervising the members of the Customer Service team, providing guidance, support, and fostering their professional growth.