Customer Service Manager

The Customer Service Manager is responsible for leading Osborn’s North American Customer Service the organization and ensuring the delivery of a best-in-class customer experience across all business units. This role oversees a team of Customer Account Coordinators and is accountable for driving customer satisfaction, order management excellence, team development, performance management, and continuous process improvement.

As a key leader within the commercial organization, the Customer Service Manager partners closely with Sales, Operations, Supply Chain, Finance, and Product Management to ensure seamless execution from order receipt through delivery. The successful candidate will foster a culture of accountability, responsiveness, and customer advocacy while leveraging data, technology, and process improvements to enhance operational efficiency, strengthen customer relationships, and support Osborn's growth objectives throughout North America

Responsibilities:

• Deliver a best-in-class customer experience by ensuring prompt, professional, and accurate responses to customer inquiries across all communication channels.
• Lead, coach, develop, and performance-manage a high-performing team of Customer Account Coordinators, fostering a culture of customer focus, accountability, collaboration, and continuous improvement.
• Recruit, onboard, and develop talent to ensure the organization has the capabilities required to support current and future business growth.
• Direct daily customer service operations by establishing priorities, allocating resources, and ensuring timely execution of departmental objectives.
• Serve as the escalation point for complex customer concerns, driving timely resolution and maintaining strong customer relationships.
• Provide customers with product information, availability updates, lead times, and product recommendations to support their business needs.
• Monitor customer feedback, satisfaction trends, service levels, and operational performance to identify opportunities for improvement and implement corrective actions.
• Oversee the complete order-to-delivery process, ensuring efficient and accurate management of customer orders from purchase order receipt through shipment and delivery.
• Partner with Sales, Operations, Supply Chain, Logistics, Product Management, Engineering, and Finance to resolve issues, improve customer outcomes, and align service activities with business priorities.
• Develop and implement training programs that strengthen customer service capabilities, product knowledge, systems proficiency, and inside sales support skills while promoting continuous learning.
• Establish, monitor, and communicate customer service KPIs and service-level expectations; analyze performance data and prepare reports and recommendations for leadership.
• Conduct audits of processes, procedures, and service activities to ensure consistency, compliance, and operational effectiveness.
• Lead continuous improvement initiatives focused on enhancing customer experience, improving efficiency, reducing complexity, and increasing scalability through best practices, automation, and process optimization.
• Facilitate cross-functional problem-solving, business reviews, and strategic planning activities that drive operational excellence and organizational objectives.
• Identify opportunities to improve productivity, reduce costs, and maximize operational efficiency while maintaining service excellence.
• Ensure staffing levels, tools, and resources adequately support departmental goals and customer requirements.

Education/Experience:

• Bachelor’s degree in business administration, Management, Marketing, Communications, or a related field preferred.
• Equivalent combination of education and relevant customer service leadership experience may be considered
• 5-8 years of customer service, customer support, account management, or inside sales experience.
• 2-5 years of direct leadership experience managing customer service representatives or a customer support team.
• Proven experience developing and improving customer service processes, metrics, and team performance.
• Experience working cross-functionally with Sales, Operations, Supply Chain, Manufacturing, and Finance.
• Experience handling customer escalations and resolving complex customer issues.
• Proficiency with CRM and ERP systems (e.g., SAP, Power BI, Zoho).