What are the responsibilities and job description for the Customer Service Manager position at Direct Wire?
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Excellent Career Growth Opportunities
The Customer Service Manager is responsible for leading the Customer Service Department and ensuring the delivery of exceptional customer service while overseeing all order-related activities. This role collaborates closely with cross-functional teams to maintain strong customer relationships, resolve issues efficiently, and support the Company's operational and business objectives.
The ideal candidate is a proactive leader with strong communication and problem-solving skills, as well as experience managing customer service operations in a manufacturing environment. This position plays a critical role in driving customer satisfaction, supporting continuous process improvements, and ensuring efficient service delivery across the organization.
Responsibilities
- Lead daily customer service operations to ensure accurate order processing, timely communication, and consistent dependable support for our customers
- Provide direction, coaching, and mentoring to the customer service team to ensure consistent service standards
- Partner closely with sales, planning, manufacturing, and shipping teams to ensure all orders are processed accurately and on time
- Oversee issue resolution and escalation processes to maintain smooth operations in a fast‑paced manufacturing environment
- Support business growth by strengthening customer relationships and identifying opportunities to improve service and operational processes
- Provides ongoing regular customer service and product training across the organization
- Participate in companywide continuous improvement activities
- Supports administrative functions in an office setting and coordinates customer visits
- Honors Direct Wire's core values
Requirements
- Bachelor’s degree in Business Administration or related field
- 3–5 years of team leadership experience, ideally in a customer-facing or sales-type role
- Exceptional communication skills
- Experience working with Syspro strongly preferred
- Ability to multitask and prioritize in a fast‑paced environment
Benefits
- Medical, dental, and vision coverage for employees and families starting on day one
- Company-funded Health Reimbursement Account (HRA)
- Optional Health Savings Account (HSA) and Flexible Spending Account (FSA)
- Coverage options for disability, accident, critical illness, hospitalization, and life insurance
- Access to our Employee Assistance Program (EAP)
- 401(K) with a 5% company match after 90 days of employment
- Pet insurance
- Generous paid time off, wellness days for on-site roles, and paid holidays
Our Core Values
- Be a Great Person: Practice the highest integrity, care for and respect all, and always do the right thing.
- Serve Your Customers Well: Do whatever it takes for customer success, be driven for mutual success, and be willing to sacrifice for the greater good.
- Do Great Work: Seek continuous improvement, take the initiative and be proactive with solutions, be eager to share your ideas, and practice fanatical attention to detail.
- Be a Great Teammate: Be positive, enthusiastic, and energetic, be fun to work with and for, be a good listener, and be eager to serve others well.
Competitive salary based on experience and qualifications.
Direct Wire uses eVerify and we are a drug-free and smoke-free workplace.
Application Question(s):
- What are your compensation requirements?
Ability to Commute:
- Denver, PA 17517 (Required)
Work Location: In person
Salary : $41,756 - $60,386