Customer Service Manager

Customer Service ManagerGrapevine, TX - On-SiteFull-TimeAbout Our ClientOur client is a growing manufacturing company specializing in high-performance garage flooring solutions, epoxy coatings, and custom cabinetry. Recently relocated from California with approximately 30 dedicated team members, this established company serves contractors and installers across the region with premium products manufactured in-house. Operating with core values of trust, integrity, passion, and teamwork, they foster a collaborative, roll-up-your-sleeves culture where every team member contributes to delivering exceptional customer experiences. The company is positioned for continued growth and is committed to elevating their customer service from good to phenomenal.Job DescriptionWe are seeking an experienced Customer Service Manager to lead and transform our client's customer service operations. This role offers the opportunity to build and develop a high-performing team while implementing consultative service approaches that will significantly impact customer satisfaction and business growth. You'll manage a team of Customer Service Partners, working closely with sales, operations, and warehouse teams to ensure seamless order fulfillment and problem resolution.The ideal candidate is passionate about creating exceptional customer experiences, enjoys developing team members, and thrives in a fast-paced manufacturing environment. This is a hands-on leadership role where you'll have the autonomy to implement improvements while partnering with cross-functional teams to drive results. You'll report directly to the VP of Operations and play a crucial role in the company's continued growth and success.Duties and ResponsibilitiesManage, train, and mentor the Customer Service Partner team to deliver world-class service with consistency and professionalismHandle escalated customer service issues and provide problem resolution while keeping upper management informedOversee hiring, onboarding, ongoing development, and performance reviews for team membersEnsure all customer service policies, SOPs, and documentation are current and followedServe as the point person for CRM strategy and usage across customer service teamsCollaborate with warehouse, operations, and sales teams to ensure timely and accurate order fulfillmentDevelop and track key performance metrics including response time, order accuracy, and resolution timeProvide regular performance reports and insights to senior leadershipSupport cross-training of team members in order processing, returns, shipping documentation, and pricingAttend department meetings to represent customer service priorities and contribute to collaborationEnsure compliance with accounting policies in invoicing, returns, and credit memosDevelop and maintain efficient training programs with documented competenciesAssist with receiving and processing customer orders via phone, email, and online platforms when necessaryDeliver technical assistance and escalate complex questions to appropriate teamsRequired Experience/SkillsMinimum 3-5 years of customer service leadership experience, ideally in manufacturing or distributionExcellent verbal and written communication skills with ability to interface with technical and non-technical stakeholdersStrong interpersonal and leadership skills with demonstrated ability to manage teams and resolve customer issuesExperience implementing or managing CRM tools and customer service SOPsWorking knowledge of CRM systems (Salesforce, HubSpot, etc.) and customer service metricsProficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)Experience managing cross-functional initiatives across sales, warehouse, and operations teamsExceptional organizational and analytical abilities with capability to manage multiple prioritiesHigh attention to detail with sound decision-making skillsStrong problem-solving abilities and goal-oriented mindsetNice-to-HavesExperience with NetSuite ERP systemBilingual capabilities (English/Spanish preferred)Experience in flooring, coatings, or construction-related industriesBackground working with contractors and installersExperience in companies with similar collaborative, hands-on culturesEducationBachelor's degree in Business, Operations, or related field preferredPay & Benefits SummaryCompetitive base salaryPerformance-based incentive: bonus based on quarterly performanceMonthly commissionFlexible/unlimited PTOHealth insurance - lowest plan free to employeeHealth Reimbursement Account (HRA) support for deductiblesFamily health coverage available with company reimbursement supportApply Now!Join a growing team where your leadership will make a direct impact on customer satisfaction and business success. This is an excellent opportunity for an experienced customer service professional ready to take their career to the next level in a supportive, collaborative environment.Customer Service | Leadership | Manufacturing | Team Management | CRM | Operations | Problem Solving | Training

Created: 2025-09-18