Customer Service Manager

COLAMCO is a leading information technology reseller supporting enterprise, education, and government customers across the United States. We specialize in delivering hardware, software, and service solutions that help organizations operate efficiently and effectively. Our commitment to excellence, customer satisfaction, and ethical business practices defines everything we do.

Position Overview

We are seeking an experienced and dynamic Customer Service Manager to lead our customer service operations and ensure our clients receive exceptional support throughout the entire sales and service process. In this role, you will oversee daily operations of the Customer Service Department, ensuring quality, responsiveness, and cost efficiency while maintaining strong relationships with customers, vendors, and internal teams.

The Customer Service Manager serves as a key liaison between our customers and internal departments, translating company goals into effective operational plans, driving improvements in customer experience, and supporting the overall success of COLAMCO’s sales organization.

Key Responsibilities

Leadership & Planning

• Provide strategic direction and operational oversight for all customer service activities.
• Translate the company’s objectives into actionable plans for day-to-day operations.
• Establish departmental goals, KPIs, and performance standards aligned with company objectives.
• Supervise, coach, and evaluate the Customer Service team to ensure high productivity and professional growth.

Customer Service Excellence

• Ensure customer inquiries, orders, and service requests are handled promptly and effectively.
• Monitor key performance indicators such as on-time delivery, backlog management, and customer satisfaction.
• Identify recurring issues and implement process or system improvements to enhance service quality.
• Maintain strong relationships with key customers, vendors, and business partners.

Operational Management

• Oversee order acknowledgments, backlog reports, and customer concern resolution.
• Coordinate cross-functional collaboration with Sales, Logistics, and Finance teams.
• Enforce company policies and procedures within the Customer Service Department.
• Ensure compliance with all applicable federal, state, and local laws.
• Initiate and oversee software or system enhancements to improve efficiency.

Staff Development & Training

• Recruit, train, and mentor departmental staff in customer service best practices, product knowledge, and internal processes.
• Ensure all team members are equipped to handle customer interactions effectively and professionally.
• Maintain backup coverage to ensure business continuity during absences.

Continuous Improvement

• Monitor industry trends and technological advancements that can enhance customer service operations.
• Gather and analyze customer feedback to identify opportunities for service enhancement.
• Collaborate with leadership to develop in-house strategies for improving specialty product support.

Qualifications

Education:

• Bachelor’s degree required

Experience:

• Minimum of 5 years in a customer service role and 5 years in a supervisory or management capacity.
• Proven experience in leading a customer service team in a technology or sales-driven environment.

Skills & Competencies:

• Strong leadership and people management skills.
• Excellent communication, problem-solving, and organizational abilities.
• Proficiency with CRM, ERP, and sales management systems.
• Ability to analyze data, manage multiple priorities, and make sound decisions.
• High level of professionalism and integrity.

Performance Metrics

• Achievement of departmental goals for customer satisfaction, efficiency, and cost control.
• Reduction of recurring customer issues and timely resolution of service requests.
• Compliance with company policies and regulatory requirements.
• Effective management and development of Customer Service staff.

Compensation & Benefits

• Competitive base salary commensurate with experience.
• Annual performance-based bonus.