Customer Service Manager

Benefits

The position is eligible for medical, dental, vision, and 401(k).

Addison Group is partnering with a well-established and growing organization seeking a Customer Service Manager to lead and develop a high-performing customer support function. Our client values collaboration, continuous improvement, and delivering an exceptional customer experience.

The Customer Service Manager will oversee daily operations of the customer service department while driving process improvements, team development, and service excellence. This role works closely with operations, sales, inventory, and leadership to ensure consistent and effective customer support across the organization.

• Manage and lead a customer service team that includes supervisors, customer service representatives, account managers, and key account specialists
• Partner with operations leadership to align service goals with overall business objectives
• Communicate regularly with sales, inventory, and supplier teams to support customer needs
• Oversee a mixed workforce of on-site, hybrid, and remote employees totaling approximately 35 team members
• Develop career paths and growth plans for customer service team members
• Coach, mentor, and provide performance feedback to supervisors and staff
• Monitor workflows and improve processes within ERP and CRM systems
• Review service metrics and operational data to identify opportunities for improvement
• Act as the primary escalation point for complex customer issues
• Support departmental growth and continuous improvement initiatives
• Travel up to 10% as required

• 5+ years of experience in customer service, and 3+ years in leadership
• Strong ability to lead, develop, and retain high-performing teams
• Excellent problem-solving and customer escalation management skills
• Analytical mindset with experience using service data to guide decisions
• Schedule:
  
  Monday–Friday, 8:00 AM – 5:00 PM
• Employment Type:
  
  Direct Hire

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.

Reasonable accommodation is available for qualified individuals with disabilities, upon request.