Customer Service Manager

Salary: $80,000–$110,000 (base, dependent on experience)

This role offers the opportunity to lead a customer service and order fulfillment function within a growing, mission‑driven organization that supports essential industries. You’ll have real ownership over service execution, team development, and process improvement, making a visible impact on customer experience and operational performance.

It’s well suited for a hands‑on leader who enjoys building strong teams, improving systems, and working cross‑functionally in a fast‑paced environment.

Customer Service & Order Fulfillment

• Oversee end‑to‑end order processing from receipt through delivery, ensuring accuracy and timeliness
• Serve as a point of escalation for customer inquiries and issues, ensuring resolution and satisfaction
• Support daily workflows, workload balancing, and service priorities for the customer service team

Inventory, Shipping & Logistics

• Partner with supply chain and warehouse teams to monitor inventory levels and avoid service disruptions
• Coordinate outbound shipments, balancing cost, service level, and delivery timelines
• Communicate shipment status and updates internally and externally as needed

Systems, Data & Process Improvement

• Maintain accurate customer and order data within ERP and CRM systems
• Monitor service and fulfillment KPIs to identify trends and improvement opportunities
• Lead continuous improvement initiatives to streamline processes and enhance efficiency

People Leadership

• Lead, coach, and develop a team of Customer Service Representatives
• Oversee onboarding, training, and ongoing performance development
• Conduct regular 1:1s, feedback sessions, and performance reviews
• Foster a positive, accountable, and customer‑focused team environment

• 5–7 years of experience in customer service, order management, or a related operational role
• Prior experience leading or supervising a customer service or operations team
• Strong analytical and organizational skills with the ability to manage multiple priorities
• Comfortable working with ERP systems, customer data, and performance metrics
• Proficiency in Excel and general business reporting tools; experience with ERP, WMS, or ticketing systems is a plus
• Strong communication skills and the ability to collaborate cross‑functionally
• Bachelor’s degree preferred