What are the responsibilities and job description for the Customer Service Manager position at Krayden, Inc.?
About Us:
Krayden Inc. is a leading, technical distributor that partners with the industry’s premier suppliers to deliver engineered solutions, customized support, and best in class responsiveness to our customers.
- Products that perform: We supply specialty engineered solutions from premier suppliers, that enable our customers to push the envelope of innovation.
- Knowledge that serves: We provide technical knowledge & best-in class customized support to engineers & buyers of CM’s/OEM’s.
- Service that delivers: We have created a global distribution network to assist customers deliver on their desired outcomes.
Job Summary:
The Customer Service Manager leads a high-performing team of 35 professionals across the Americas, including Customer Account Specialists, Key Account Coordinators, and Customer Support Specialists. This role is responsible for overseeing all aspects of customer care, ensuring exceptional service delivery, and driving continuous improvement in customer satisfaction and operational efficiency.
Initial work schedule is onsite Mon – Fri 8am to 5pm.
Job Responsibilities:
Leadership & Team Management
- Lead, mentor, and develop an HQ based and geographically dispersed customer service team.
- Foster a culture of accountability, collaboration, and customer-centricity.
- Set clear performance expectations and conduct regular coaching and feedback sessions. • Develop career paths for team members
- Drive employee engagement and retention through recognition programs, training initiatives, and professional development opportunities
Customer Experience
- Own the end-to-end customer service experience, ensuring timely and accurate support across all channels.
- Serve as the escalation point for complex customer issues and ensure resolution aligns with company values and service standards.
- Monitor customer satisfaction metrics and implement strategies to improve service levels.
Operational Excellence
- Develop and optimize processes, tools, and workflows to improve team efficiency and service quality.
- Collaborate cross-functionally with Supply Chain, Finance, Sales, and other departments to ensure seamless customer support.
- Analyze service data and trends to identify opportunities for improvement and innovation.
- Perform duties to AS/ISO and applicable Accounting procedures and regulations.
Strategic Initiatives
- Partner with senior leadership to align initiatives with broader business objectives & customer retention strategies
- Contribute to the development and execution of customer service strategies aligned with company goals.
- Support system enhancements, including ERP and CRM improvements, to streamline operations.
- Lead change management efforts related to team structure, process updates, and technology adoption
Qualifications:
- 5 years of progressive experience in customer service, operations, or account management, including 3–5 years in a leadership or people-management role.
- Demonstrated ability to lead, coach, and develop high-performing teams, including performance management and career development planning.
- Strong problem-solving skills with the ability to serve as the highest-level escalation point for complex issues.
- Strong analytical abilities to interpret service data, identify trends, and make data-driven decisions.
- Ability to contribute to and execute customer service strategies that support broader business goals.
Benefits:
Krayden offers a competitive employee-focused benefits package which includes Medical, Dental, Vision Care & Life insurance, Flexible Spending Accounts (FSA), HRA's, 401(K) Retirement Plan and much more.
Krayden Inc. is proud to be an Equal Opportunity Employer.