What are the responsibilities and job description for the Customer Service Manager position at iStaffing?
Pay: $85,000.00 - $95,000.00 per year
Job description:
Job Summary
iStaffing is seeking a hands-on Customer Service Manager to lead our Customer Service function for the Western Region. This is a working manager role, meaning the individual will not only lead the department but will also personally manage several of the company’s key strategic customer accounts.
This position will oversee a team of 4 Account Coordinators:
- 2 based in Fontana, CA
- 2 based in Arizona
We are looking for a strong leader who can improve accountability, service execution, customer communication, team performance, and overall department effectiveness while working cross-functionally with Sales, Operations, Supply Chain, Logistics, and Finance
Key Responsibilities:
- Lead, coach, and develop a team of 4 Account Coordinators
- Manage workload, priorities, and performance across multiple locations
- Personally manage several top strategic customer accounts
- Serve as escalation point for customer service issues
- Monitor open orders, shipment delays, service concerns, and account issues
- Improve customer service processes and reduce recurring service errors
- Hold team accountable for responsiveness, accuracy, and execution
- Partner closely with Sales, Operations, Supply Chain, Purchasing, Logistics, and Finance
- Track and improve customer service KPIs and departmental performance
- Travel occasionally to Arizona for team support and oversight
Candidate Profile We Are Seeking
This is not a senior customer service rep role. We are looking for a true working manager and people leader.
Strong candidates should have:
- Leadership experience managing customer service/account management teams
- Experience in distribution, packaging, manufacturing, supply chain, or logistics
- Strategic account/customer ownership experience
- Strong escalation management and problem-solving skills
- Experience improving team performance and accountability
- Ability to work in a fast-paced operational environment
- ERP / CRM experience preferred
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Salary : $85,000 - $95,000