Customer Service Manager

Extension is seeking a Customer Service Manager for a direct-hire opportunity with a client located in Franklin, WI.

Job Summary:

The Customer Service Manager is responsible for leading and continuously improving customer service operations to ensure an exceptional customer experience while supporting company growth and operational efficiency. This role focuses on optimizing workflows, implementing best practices, leveraging technology, and developing talent to enhance service quality and accuracy. The Customer Service Manager oversees staffing, training, and performance management of the customer service team, ensuring adequate coverage and strong product, system, and communication knowledge.

This position builds and maintains strong customer relationships by proactively resolving issues, advising management on service and process improvements, and acting as a key liaison between customers and internal teams.

Responsibilities:

• Continuous improvement of customer service process through enhancing workflows, utilizing best practices, leveraging technology, and securing best talent to accomplish goals.
• Manages staffing to ensure adequate capacity and support and trains subordinates on products, parts, system operation, and proper communication procedures.
• Builds and maintains customer relationships by solving customer problems to the mutual benefit of the customer and company.
• Advises management of areas of improvement in service, sales, shipping, and other complaints received by customers.
• Works with customers by phone and/or email to ensure orders are entered accurately by verifying part number, pricing, and delivery needs.
• Maintains customer records and special pricing agreements.
• Monitors CSR activity and error rates to identify training and performance issues and implement corrective actions or systems improvements as needed.
• Collaborates with manufacturing, engineering, quality, and accounting teams to ensure customer satisfaction.

Qualifications:

• 4+ years of Customer Service Manager experience
• Manufacturing experience is required
• Associates or Bachelors in Accounting or Business
• Experience with configurable product lines.
• Working knowledge of Microsoft Office Suite, ERP systems, and CRM systems.

We’re looking forward to connecting with you and are excited to help you make your next career move!