Customer Service Manager

Job Summary

Leading customer operations for commercial and strategic accounts, the full-time Customer Service Manager II will oversee order management, case resolution, and service performance metrics while building high-performing teams in a hybrid work environment.

Key responsibilities

• Managing daily operations, including capacity forecasting, team coverage, and ensuring timely customer responses
• Owning key performance metrics such as SLA compliance, backlog aging, and customer satisfaction
• Coaching and developing team members through regular feedback and performance improvement initiatives

Required qualifications

• Bachelor's degree or equivalent combination of education and relevant experience
• Five or more years of experience in customer service, order management, or account operations
• Three or more years of experience in leading and developing teams
• Proven ability to manage strategic account escalations and maintain strong customer relationships
• Experience with CRM and ERP platforms, such as Salesforce or Oracle, is preferred