Customer Service Manager

Overview

New Wire Marine is a fast-growing, innovative company on a mission to design, build, and deliver custom boat dash and switch panels—along with a wide range of other high-quality marine components. Every day, we balance one-of-a-kind creative projects with repeat OEM production, proudly serving boat owners, service shops, and OEMs worldwide.

Who We're Looking For: We're looking for a Customer Service Manager who is passionate about leading a team and delivering an outstanding customer experience. This role requires someone who enjoys solving problems, can manage day-to-day operations, and thrives in a fast-paced, team-oriented environment. Experience with marine wiring or 12V systems is a plus—but a strong background in customer service leadership is a must.

You'll lead and support our Customer Support team, work cross-functionally with production and shipping, and help maintain the high level of service our customers expect.

• Lead, coach, and develop a small but growing team of customer support representatives
• Monitor and manage customer interactions via phone, email, and in-person to ensure timely, professional responses
• Resolve escalated customer issues, including product concerns, returns, warranties, and order discrepancies
• Support basic troubleshooting of 12V marine electrical systems (training provided)
• Oversee key customer service metrics (response time, satisfaction scores, etc.) and present findings regularly
• Work closely with production and shipping teams to ensure smooth fulfillment and customer communication
• Continuously improve processes, SOPs, and team efficiency
• Assist with hiring, onboarding, and training of new CS team members

• 3+ years of experience in customer service, with at least 1 year in a supervisory or management role is preferred
• Strong leadership and communication skills with a hands-on, problem-solving mindset
• Experience in the marine, manufacturing, or electrical industry is a plus
• Familiarity with 12V systems or marine electronics is highly desirable (or interest in learning)
• Tech-savvy and comfortable using CRM or help desk systems
• A customer-first attitude with a drive to improve service and support

• A people-first workplace that encourages teamwork, growth, and innovation in the marine industry
• Competitive pay, with bonus opportunities after your first year
• Excellent benefits package including medical, dental, vision, and life insurance
• 401(k) plan with 4% company match after 1 year
• 3 weeks (120 hours) of paid time off in your first year, plus 6 paid holidays

At New Wire Marine, your leadership directly supports our mission to deliver exceptional products and service. You ll be part of a tight-knit, hardworking team in a company where your contributions truly make a difference.

Custom Products – Custom Culture.

Please do not apply in person or call regarding your application status. If selected, we ll reach out with next steps.