What are the responsibilities and job description for the Customer Service Manager position at Top Stack?
Overview
Our client is a well-established, global organization seeking a seasoned Customer Service Manager to lead a multi-channel customer service team within a complex, fast-paced environment. This role is responsible for setting service strategy, leading people, and driving operational excellence across multiple business lines.
Key Responsibilities
- Lead and develop a customer service organization, including frontline leaders and specialists
- Establish service standards, policies, SLAs, and performance metrics
- Oversee daily operations, capacity planning, and service execution
- Partner cross-functionally with Sales, Operations, Supply Chain, IT, and other internal teams
- Use customer feedback and data insights to drive continuous improvement
- Implement clear processes, escalation paths, and accountability measure
Qualifications
- Bachelor’s degree required; advanced degree preferred
- 10 years of customer service leadership experience
- 5 years managing large teams in a complex operational environment
- Strong understanding of order management, logistics, and service operations
- Experience with ERP/CRM systems and KPI reporting tools
- Proven ability to lead change and influence cross-functional stakeholders
- Strong communication and leadership skills
- Willingness to travel occasionally (up to ~15%)
What’s Offered
- Competitive compensation and comprehensive benefits
- Collaborative, people-focused culture
- Opportunity to lead a critical function within a stable, growing organization