Senior Customer Service Manager

The Senior Customer Service Manager is responsible for leading and optimizing the customer service department to ensure exceptional service delivery and customer satisfaction across all customer segments. They collaborate closely with sales, production, logistics, and quality assurance teams to ensure that customer needs are met efficiently, accurately, and in alignment with company standards.

This role operates with accountability for customer service strategy, team leadership, and cross-functional influence across operations and commercial teams.

Key Responsibilities

Strategic Leadership & Ownership

• Own the end-to-end customer service strategy, aligned with business, operational, and revenue goals.
• Translate customer and operational insights into service strategy, priorities, and roadmaps.
• Act as a senior escalation point for high-risk, high-value, or strategic customers.

Team Leadership and Development:

• Lead, train, and mentor customer service representatives, leads and supervisors to ensure high performance.
• Set service standards and ensure the team meets or exceeds targets.
• Foster a customer-focused culture within the department. Partner with HR on workforce planning, performance management, and engagement initiatives.

Cross- Functional Coordination:

• Act as the senior customer voice in cross-functional planning and decision-making forums.
• Collaborate closely with production, load planning, quality, and sales to resolve any issues or assistant in any planning.
• Participate in production meetings to align manufacturing schedules with customer demand.
• Communicate product availability, lead times, and specification changes to team and sales teams.

Customer Relationship Management:

• Build and maintain strong customer relationships. Manage service performance for key or strategic customer accounts ensuring alignment with customer commitments.
• Handle escalated customer inquiries, complaints, and issues promptly and professionally.
• Monitor customer satisfaction and implement feedback mechanisms to improve service quality. Partner with Sales and Account Management on customer retention, renewals, and risk mitigation.

Process Improvement and Reporting:

• Recommend and implement process improvements to enhance efficiency and customer experience.
• Maintain accurate records of customer interactions, orders, and complaints.
• Ensure on-time delivery rates and accuracy rates are met.

Bachelor’s degree in a relevant field such as Business Administration, Industrial Management, Supply Chain Management, Marketing or Communications. 

Experience:

• 7 years of experience in customer service, account management, or sales support
• 3 years of experience in a managerial role, preferrable in manufacturing or an industrial environment.
• Experience working with manufacturing processes, supply chains, or production scheduling. 
• Proven experience managing customer accounts, order fulfillment and resolving technical issues.
• Familiar with ERP systems and CRM software.

Skills & Competencies

• Excellent communication and interpersonal skills.
• Strong problem-solving and conflict resolution abilities.
• Demonstrated leadership and team management skills.
• Able to balance customer expectations with production capacity and company policies.
• High attention to detail.
• Ability to manage multiple priorities daily.
• Have a customer focused mindset.