Customer Service Manager

COMPANY SUMMARY

Hex Armor® is a leader in developing some of the most advanced PPE solutions for your eyes, hands, arms, and body. At Hex Armor®, we believe safety is not a luxury – it’s a necessity. Since day one, we have worked hand-in-hand with our customers to design innovative, high performance PPE that helps ensure workers return home in the same condition they arrived.

Our mission is to provide the protection that makes this possible, for every worker, everywhere.

The Customer Service Manager at Hex Armor® will have an opportunity to oversee the seamless execution of global order fulfillment, ensuring exceptional customer service. Your leadership will play a crucial role in cultivating an exceptional customer experience, where service goes beyond expectations. We’re looking for a resourceful problem-solver who thrives in dynamic environments—someone with strong communication and organizational skills, systems management expertise, and the ability to multitask.

Join us in this pivotal position, where your ability to lead, innovate, and adapt will impact our operational success, customer loyalty, and organizational growth.

(Onsite) Hex Armor Headquarters in Grand Rapids, MI – 640 Leffingwell Ave. NE Grand Rapids, MI 49505

Order Management and Fulfillment

• Manage the fulfillment cycle from order receipt to delivery, ensuring timely and accurate processing
• Oversee inventory levels and collaborate with supply chain to manage stock and proactively address potential shortages
• Manage priorities and updates for sample and order processing

Customer Service

• Provide general support to customers, handling inquiries and requests through various communication channels
• Track and prioritize customer interactions and issues, working with internal teams to resolve and respond ensuring customer satisfaction
• Work with internal teams to address and resolve customer concerns, aiming for overall satisfaction
• Hands‑on leader who supports daily CSR workflows, escalations, and workload balancing

Shipping and Logistics Coordination

• Coordinate outbound shipments for optimal logistics methods to balance cost and efficiency targets
• Collaborate with warehouse management and shipping partners to update delivery status coordination

Data Management and System Improvement

• Keep customer and order data up to date in SAP, ensuring accuracy
• Manage and refine forecasting tools in JIRA based on business needs
• Identify and implement enhancements within our processes and systems to improve operational efficiency

People Leadership and Team Development

• Demonstrated experience leading, coaching, and developing a team of Customer Service Representatives in a fast‑paced environment
• Proven ability to onboard, train, and ramp new CSRs while maintaining service levels
• Strong coaching mindset with experience conducting regular 1:1s, performance reviews, and development planning
• Ability to motivate, engage, and retain a high‑performing customer service team
• Experience addressing performance issues constructively and managing corrective action when needed

• Proven experience in customer support, order management, or a similar role, with a strong focus on customer service excellence.
• Proficient in computer skills, particularly in Excel and Tableau platforms, with the ability to work with complex datasets and systems.
• Experience in systems such as SAP Business One, JIRA, Warehouse Management Software as well as shipping software is preferred.
• Strong analytical skills with the capability to assess customer needs and improve service delivery and inventory management processes.
• Strong knowledge of Key Performance Indicators (KPIs), including:
• Customer Satisfaction Score
• Order Processing Time
• Order Accuracy
• Rate of Returns
• Perfect Order Rate
• Excellent communication and coordination skills, capable of working effectively with customers and internal teams across time zones
• Demonstrated ability to manage people and prioritize multiple tasks in a fast‑paced environment
• Knowledge of shipping and logistics best practices, with experience coordinating with major carriers and managing logistics strategies
• Ability to support and lead a team…