Customer Service Manager

Job Category:
Customer Service & Inside Sales

Requisition Number: CUSTO
001081

Posted:
January 21, 2026

Full-Time Position

51701 Grand River Ave, Wixom, MI 48393, USA

Pay range: $80,000 – $100,000 USD per year. The estimated range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications and other job‑related reasons.

Department: 55 – General/Managers Job Status: Full Time

FLSA Status: Exempt Reports To: VP of Customer Experience

Work Schedule: M‑F 8:00 am – 5:00 pm Positions Supervised: Customer Service & Inside Sales Representatives

Amount of Travel Required: Occasional

The Customer Service Manager is responsible for the entire customer service process from inquiry to product shipment. Works in conjunction with other departments, individuals, and branches to ensure customer requirements are met, including the quality of the order process experience, accuracy and on‑time deliveries. The role requires clear verbal and written communication to meet or exceed customer expectations, exceptional leadership abilities, a professional image in dealing with internal and external customers and an excellent customer service attitude.

Must train all customer service representatives at all NLB locations, sometimes including travel to the branches. Travel to customer locations may sometimes be required. The manager must advance the representatives’ skills and product knowledge in all aspects of their jobs, giving customers the best service in the industry.

Position requires a thorough working knowledge of NLB units, parts and accessories and the ability to implement various communication systems to accomplish the job. Interact with customers (internal & external) to provide needed information in response to inquiries for products, parts and services and to handle and resolve complaints.

Responsible for leading the team in the concept of “Consider It Done”, ensuring tasks or inquiries are handled expeditiously without the necessity of further follow‑up by the customer. Communicate corporate goals to the team on a frequent basis.

• Communicate with customers (internal & external) by telephone, electronically, photographically (including video) or in person to provide information about products and services, sell NLB products, process orders, process warranty claims, and obtain details of complaints and resolve them.
• Update records of customer interactions and transactions, recording details of inquiries, complaints, and comments.
• Ensure that customer orders, quotations and inquiries are processed quickly, accurately and efficiently through the department.
• Ensure that appropriate actions are taken to resolve customers’ issues and refer unresolved customer grievances to designated departments for further investigation if necessary.
• Review complex drawings and Bill of Materials (BOMs).
• Monitor daily activity of customer service representatives and mentor, coach or counsel as appropriate.
• Resolve customer service or billing complaints by exchanging or repairing products, issuing credit or adjusting invoices within allowable limits.
• Proactively recommend improvements in products, packaging, shipping, service or billing methods and procedures.
• Review customer open‑order report daily and inform the team of their orders; assist in expediting open parts orders through the system and communicate inventory concerns to the Inventory Control Manager.
• Willing to work extended hours, weekends and holidays as necessary.
• Interact with sales and marketing to promote sales and provide information to the Sales Department regarding customer problems, support, technical questions and issues.

Education: Associate degree (two‑year college or technical school)

Experience: Three to seven years’ related experience

Computer Skills: Thorough understanding of Microsoft Dynamics, Outlook and Excel

Must possess an associate’s degree and/or significant customer service and technical experience. Outstanding personality, ability to diplomatically talk to many customers each day, proficiency with all NLB equipment and accessory…