Job Description

Job Summary

We are seeking a dedicated and experienced Customer Service Manager to lead our customer service team. The ideal candidate will be responsible for ensuring exceptional customer experiences, managing daily operations, and developing strategies to enhance service quality. This role requires strong leadership skills, a commitment to customer satisfaction, and the ability to work in a fast-paced environment. Direct hire, Offering $90-100K Located in Merced, CA

Duties

• Oversee the daily operations of the customer service department, ensuring efficient processes and high-quality service delivery.
• Manage and optimize end-to-end order management activities — from entry to fulfillment — proactively resolving issues related to lead times, production delays, or shipping errors. Ensure accuracy and timeliness in communication with customers.
• Train, mentor, and support team members in providing exceptional customer service.
• Develop and implement customer service policies and procedures to improve overall efficiency.
• Handle escalated customer inquiries and complaints with professionalism and empathy.
• Analyze customer feedback and service metrics to identify areas for improvement.
• Collaborate with other departments to ensure a seamless customer experience across all touchpoints.
• Maintain knowledge of products, services, and promotions to effectively assist customers.
• Manage inventory levels and assist with budgeting related to customer service operations.
• Conduct employee orientation sessions for new hires within the department.

Requirements

• High school diploma required. Bachelor’s degree in business, Supply Chain, or related field preferred.
• 5+ years of experience in Customer Service, Customer Experience, Sales Support, or Customer Relations leadership role in a manufacturing or industrial B2B setting required.
• Familiarity with ERP systems & CRM platforms (Salesforce etc).
• Job Knowledge, Skills, and Abilities:
• Strong understanding of manufacturing operations, supply chain dependencies, and B2B customer expectations.
• Proven ability to lead teams, facilitate and manage change, and drive service improvements in a fast-paced, transactional environment.
• Strong business acumen. Able to make decisions independently, solve problems and effectively analyze and interpret data.
• Collaborative mindset. Able to work cross-functionally, representing the customer perspective internally.
• Able to multi-task, perform under pressure and manage competing and/or changing priorities.
• Strong leadership, coaching and people development skills.
• Highly organized with a focus on accuracy, urgency, and SLA adherence.
• Highly proficient with Microsoft Office (including Microsoft Excel and Outlook).
• Proficient with project management and CRM software (Smartsheet, SalesForce, MS Project, etc.).
• Excellent oral, written and communication skills.
• Excellent organizational skills with outstanding attention to detail.
• Creative, innovative, and forward thinking.

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