We are seeking a Customer Service Manager to lead and support a customer service team in a manufacturing environment, ensuring high-quality customer experiences, accurate order processing, and reliable product delivery. This hands-on leadership role serves as a key link between customers, sales, production, logistics, and design teams, driving operational excellence through team development, effective communication, and continuous process improvement.
Position Responsibilities
Customer Service Team Leadership
Provide day-to-day leadership and support to the customer service team to achieve performance, quality, and service standards.
Coach, mentor, and train team members to strengthen individual and team effectiveness.
Foster a professional, collaborative, and customer-focused work environment.
Oversee team performance, encourage engagement, and promote continuous improvement.
Order Management and Customer Support
Oversee the receipt, entry, and processing of customer purchase orders, modifications, adjustments, and order changes.
Ensure order accuracy from initial entry through final product delivery.
Serve as the escalation point for complex customer inquiries, service issues, and critical accounts.
Resolve customer concerns promptly and effectively while maintaining strong customer relationships.
Perform customer service representative duties as needed to support assigned accounts and team workload.
Cross-Functional Coordination
Collaborate with sales, production, scheduling, shipping, logistics, and design teams to meet customer delivery expectations.
Maintain proactive communication with internal stakeholders and external customers.
Coordinate solutions to order discrepancies, production delays, and delivery concerns.
Support alignment between customer requirements and operational capabilities.
Process Improvement and Compliance
Identify and lead initiatives to improve service efficiency, order accuracy, and customer satisfaction.
Develop, document, and maintain standard operating procedures and work instructions.
Ensure compliance with company safety policies, Good Manufacturing Practices (GMP), and applicable regulatory requirements.
Follow established company policies and procedures and perform other related duties as assigned.
Prerequisites
Associate's or bachelor's degree preferred.
At least 5–7 years of customer service experience, preferably in manufacturing, distribution, or corrugated packaging.
Previous experience in a leadership, team lead, mentoring, or supervisory capacity.
Proven ability to coach, motivate, and support team members.
Strong problem-solving, decision-making, troubleshooting, and organizational skills.
Excellent verbal and written communication skills, with the ability to interact effectively across all organizational levels.
Ability to manage multiple priorities while maintaining accuracy and attention to detail.
Experience with order management, customer account support, and cross-functional coordination.
Demonstrated ability to improve processes and support operational efficiency.
Ability to work collaboratively while exercising sound judgment and leadership.
Certifications (Preferred, but Not Required)
Customer service management or leadership certifications.
Training in continuous improvement, Lean Manufacturing, or process optimization.
Training in quality management, workplace safety, or Good Manufacturing Practices (GMP).
English and Spanish bilingual proficiency is preferred but not required.
What the Role Offers
Salary Range: $80,000–$100,000 per year.
An opportunity to lead and develop a customer service team in a manufacturing environment.
The ability to influence customer satisfaction, operational efficiency, and service quality.
Collaboration with sales, production, logistics, and other cross-functional teams.
Opportunities for professional growth through leadership and process improvement initiatives.
Why Jackson?
Jackson offers a business environment with opportunities to…