What are the responsibilities and job description for the Customer Service Manager position at Big Dog Adhesives?
Big Dog Adhesives is growing, and we are looking for a strong Customer Service Manager to lead our customer service team and help us continue delivering exceptional service to our customers and sales organization.
This is more than a traditional customer service position. We need a leader who can develop people, solve problems, improve processes, and work closely with Sales, Production, Shipping, and Operations.
What You’ll Do
Lead, coach, and develop the Customer Service team.
Support our team structure serving nine outside sales representatives.
Work closely with Production and Shipping to track orders and provide accurate updates on timing and expected ship dates.
Communicate clearly with customers and sales representatives regarding order status, changes, delays, and priorities.
Serve as an escalation point for customer concerns and help resolve issues quickly and professionally.
Build strong relationships across Customer Service, Sales, Production, Shipping, Operations, and Technical Services.
Help improve customer service processes, accountability, and communication.
Use technology and AI-supported tools to improve efficiency while maintaining strong customer relationships.
Technology & Systems
Big Dog uses AI-supported tools to streamline routine communication, including our AI operator, Claire, technical and product support through Mark, and automated email routing.
- Experience with Acumatica or a similar ERP/CRM system is strongly preferred. This role will use Acumatica to review orders, track status, coordinate with Production and Shipping, and provide accurate customer updates.