What are the responsibilities and job description for the Customer Service Manager position at Senneca Holdings and Careers?
Customer Service Manager
We are searching for an experienced Customer Service Manager at our Mankato, MN facility.
Company Paid: Life Insurance, STD, and LTD
3 weeks PTO
8 paid holidays in 2026
Parental Leave
Additional Benefits:
401k with company match
Medical, dental, vision
Employee Discount Programs
Miscellaneous other optional benefits
Career development and tuition assistance
Diverse, inclusive and welcoming culture
Customer Service Manager (S&W Focus)
IND123
Customer Service Vision
To strengthen partnerships through industry-leading support for internal and external customers, delivered with humility, honesty, and respect, resulting in a world-class customer experience.
Position Summary
The Customer Service Manager leads and develops a high-performing customer service and technical support team. This role owns customer experience performance, drives continuous improvement, and ensures consistent, professional communication across all service channels.
This leader sets the tone for service excellence while holding the team accountable to measurable results.
Key Responsibilities
Team Leadership & Development
Recruit, onboard, and develop top customer service and technical support talent
Conduct regular 1:1s and team huddles to drive clarity, engagement, and accountability
Coach team members using KPIs and behavioral feedback
Provide tools, guidance, and support to resolve customer issues effectively
Hold team members accountable to performance standards and service behaviors
Customer Experience & Continuous Improvement
Own and manage KPIs including customer satisfaction, response time, and resolution time
Perform root cause analysis to identify trends and eliminate recurring issues
Collaborate cross-functionally to prioritize product and process improvements
Remove obstacles and eliminate waste to improve service efficiency
Technical Support & Escalation Management
Oversee warranty data tracking and ensure accurate categorization
Manage service and warranty escalations
Ensure timely RMA resolution
Maintain technical support guides, installation manuals, troubleshooting documents, service bulletins, and product change notices
Support the team directly during peak volumes, absences, or complex issues
Travel to job sites as needed to support installation and troubleshooting
What Makes You Successful in This Role
Servant Leadership
You lead by serving both customers and your team
You coach consistently and hold others accountable with respect and clarity
You make confident decisions and own the outcomes
You prioritize effectively and adjust when needed
You challenge the status quo and look for better ways to operate
Emotional Intelligence
You maintain composure under pressure
You listen to understand
You build trust across departments and with customers
You can navigate difficult conversations with professionalism
Communication Strength
You tailor communication to your audience
You negotiate effectively, especially in high-emotion situations
You respond quickly and communicate thoroughly
You present clearly and confidently
Qualifications
Required
Bachelor’s degree or equivalent experience
2 years of leadership experience
2 years in customer experience
1 year in a technical environment
Preferred
Experience with electrical systems (PLCs, VFDs, motors)
Experience with mechanical systems
Experience in a manufacturing environment
Please no Third-party candidates or phone calls
Job Type: Full-time
Pay: $85,000.00 - $90,000.00 per year
Work Location: In person
Salary : $85,000 - $90,000