Jones-Hamilton Co.
Customer Service Manager
hace 13 días
Maumee
Job DescriptionDescription: Are you a customer service leader who thrives on developing people, optimizing processes, and delivering exceptional client experiences? If you’re passionate about strategic service delivery and leading high-performing teams, we want to hear from you. We are seeking an experienced Customer Service Manager to oversee and support a team of Customer Service Representatives (CSRs) while driving operational efficiency and service excellence. This role is ideal for a results-oriented professional with a strong B2B background who can align service operations with business objectives and create positive, lasting customer relationships. Key Responsibilities • Lead, supervise, and support daily activities of the Customer Service team., • Provide coaching, mentoring, and development opportunities to drive team growth and performance., • Set clear performance expectations and foster a culture of accountability, collaboration, and continuous improvement., • Facilitate regular team meetings to align on goals, address challenges, and share service strategies., • Resolve escalated customer issues with professionalism and efficiency., • Maintain strong relationships with key B2B clients and ensure service levels meet contractual obligations., • Oversee order processing, account management, and client communications to ensure a seamless customer experience., • Standardize and improve customer service workflows and documentation practices., • Collaborate with Sales, Logistics, and Finance teams to ensure alignment across functions and consistent customer outcomes., • Analyze reports and service metrics to identify trends, opportunities for upselling, and areas for process improvement., • Develop and implement service strategies that support broader business objectives., • Drive initiatives to enhance customer satisfaction, reduce response times, and improve overall team performance., • Bachelor’s degree in Business Administration, Communications, Supply Chain Management, or a related field., • 10+ years of progressive customer service or client relations experience, with at least 3–5 years in a leadership or supervisory role., • Experience managing CSR leads and multi-tiered customer service teams., • Proven ability to manage B2B client relationships, preferably in manufacturing, logistics, or distribution environments., • Strong leadership skills with demonstrated success in coaching and developing teams., • Proficiency in CRM platforms and advanced data tools such as Excel, Power BI, or similar reporting software., • Strong communication, problem-solving, and interpersonal skills., • Experience with order management, sales reporting, and CRM analytics., • Certifications such as Six Sigma, PMP, or Customer Experience Management are a plus., • Regular business hours, Monday through Friday, with occasional flexibility required based on business needs., • Primarily sedentary work involving extended periods at a desk and frequent computer use., • Regular interaction with internal teams and external clients through phone, email, and meetings., • Manual dexterity required for typing, filing, and operating standard office equipment., • Company ownership through Employee Stock Ownership Plan (ESOP), • 401(k), • Discretionary bonus and yearly salary increase, • Holiday, Vacation, and Sick pay, • Medical, Dental, and Vision Insurance, • Education and Employee Assistance Programs, • Life Insurance, • Short- and Long-term Disability This job advertisement should not be interpreted as all-inclusive. It is intended to identify the major responsibilities and requirements of a job. The individual may be required to perform job-related responsibilities and tasks other than those stated in this description. This advertisement does not constitute an employment agreement between Jones-Hamilton Co. and the employee and is subject to change by Jones-Hamilton Co. as the needs of the organization and/or the requirements of the function change. Pay is commensurate with experience and education. Jones-Hamilton Co. is an equal opportunity employer and will not discriminate based on an employee’s race, color, gender, sexual orientation, gender identity, age, religion, national origin, disability, genetic information, veteran/military status, or any other classification protected by law. #ZR Requirements: