Customer Service Manager

About Us

Founded in 1929, F.C. Ziegler Company is a family-owned and faith-driven business dedicated to serving the church community. We are one of the nation's leading providers of church supplies, religious goods, liturgical furnishings, and custom manufacturing services.

Together with our affiliated company, C.M. Almy, we are committed to providing exceptional products, personalized service, and a positive customer experience. Our continued success is built on strong customer relationships, quality products, and a dedicated team of professionals.

About the Role

We are seeking an experienced, results-driven Customer Service Manager to lead and oversee customer service operations for F.C. Ziegler Co. and C.M. Almy.

This position is responsible for managing customer service teams, improving departmental efficiency, maintaining high levels of customer satisfaction, and supporting company sales objectives. The ideal candidate is a hands-on leader who thrives in a fast-paced environment, enjoys developing employees, and understands the importance of balancing operational efficiency with exceptional customer service.

Reporting directly to the Vice President, the Customer Service Manager will play a key role in strengthening customer relationships, streamlining processes, and ensuring consistent service across both organizations.

Key Responsibilities

Leadership & Team Development

• Lead, coach, and develop customer service employees across two organizations, fostering a positive, accountable, and results-oriented team environment.
• Establish individual and departmental performance expectations, goals, and service standards.
• Oversee employee training, onboarding, performance evaluations, and ongoing professional development.
• Partner with Human Resources in recruiting, hiring, employee development, and performance management.
• Manage staffing levels, scheduling, workloads, and departmental coverage to ensure operational efficiency.
• Promote teamwork, effective communication, and collaboration across departments.

Customer Service & Operations

• Oversee daily customer service operations, including inbound and outbound calls, order entry, web order processing, and customer inquiries.
• Ensure customer orders, returns, backorders, and delivery-related requests are processed accurately and efficiently.
• Serve as the primary escalation point for complex customer concerns, resolving issues professionally while maintaining positive customer relationships.
• Monitor departmental workflows, identify operational challenges, and implement improvements to enhance service quality and productivity.
• Ensure consistent procedures, accurate documentation, and adherence to company policies and service standards.
• Coordinate with Sales, Accounting, Purchasing, Manufacturing, Warehouse, Retail, and IT to resolve customer issues and support business operations.
• Maintain effective working relationships with customers, sales representatives, and internal departments.

Performance Management & Continuous Improvement

• Establish, monitor, and evaluate key performance indicators related to customer satisfaction, sales, productivity, and operational efficiency.
• Analyze call volumes, response times, order accuracy, returns, customer retention, and other service-related metrics.
• Identify opportunities to improve departmental processes, reduce costs, and enhance the overall customer experience.
• Develop and maintain reports on departmental performance, customer concerns, operational trends, and improvement initiatives.
• Support company sales objectives by ensuring responsive service, effective order management, and strong customer relationships.
• Collaborate with leadership to implement technology, process improvements, and initiatives that support continued business growth.

Qualifications

Required:

• Bachelor's degree from an accredited college or university.
• 10–15 years of general business experience.
• 5–7 years of management or supervisory experience, including employee development, preferably within a mixed inbound/outbound call center environment.
• Demonstrated success leading customer service teams and improving departmental performance.
• Strong understanding of customer service operations, order processing, and performance measurement.
• Experience handling escalated customer concerns and resolving complex service issues.
• Proven ability to work effectively across multiple departments and organizational levels.
• Experience in direct customer contact and sales.

Knowledge, Skills & Abilities:

• Strong leadership, coaching, and employee development skills.
• Excellent verbal and written communication skills.
• Strong organizational, analytical, and problem-solving abilities.
• Ability to manage competing priorities and maintain productivity in a fast-paced environment.
• Proficiency in customer relationship management (CRM), order management, and business software systems.
• Ability to analyze departmental performance metrics and translate findings into operational improvements.
• Sound judgment, professionalism, and the ability to handle sensitive or challenging customer situations.
• A proactive, solutions-oriented approach with a commitment to accountability, teamwork, and continuous improvement.

Benefits:

• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person

Salary : $44,122 - $63,879