Customer Service Manager

Customer Service Manager Grapevine, TX - On-Site Full-Time About Our Client Our client is a growing manufacturing company specializing in high-performance garage flooring solutions, epoxy coatings, and custom cabinetry. Recently relocated from California with approximately 30 dedicated team members, this established company serves contractors and installers across the region with premium products manufactured in-house. Operating with core values of trust, integrity, passion, and teamwork, they foster a collaborative, roll-up-your-sleeves culture where every team member contributes to delivering exceptional customer experiences. The company is positioned for continued growth and is committed to elevating their customer service from good to phenomenal. Job Description We are seeking an experienced Customer Service Manager to lead and transform our client's customer service operations. This role offers the opportunity to build and develop a high-performing team while implementing consultative service approaches that will significantly impact customer satisfaction and business growth. You'll manage a team of Customer Service Partners, working closely with sales, operations, and warehouse teams to ensure seamless order fulfillment and problem resolution. The ideal candidate is passionate about creating exceptional customer experiences, enjoys developing team members, and thrives in a fast-paced manufacturing environment. This is a hands-on leadership role where you'll have the autonomy to implement improvements while partnering with cross-functional teams to drive results. You'll report directly to the VP of Operations and play a crucial role in the company's continued growth and success. Duties and Responsibilities Manage, train, and mentor the Customer Service Partner team to deliver world-class service with consistency and professionalism Handle escalated customer service issues and provide problem resolution while keeping upper management informed Oversee hiring, onboarding, ongoing development, and performance reviews for team members Ensure all customer service policies, SOPs, and documentation are current and followed Serve as the point person for CRM strategy and usage across customer service teams Collaborate with warehouse, operations, and sales teams to ensure timely and accurate order fulfillment Develop and track key performance metrics including response time, order accuracy, and resolution time Provide regular performance reports and insights to senior leadership Support cross-training of team members in order processing, returns, shipping documentation, and pricing Attend department meetings to represent customer service priorities and contribute to collaboration Ensure compliance with accounting policies in invoicing, returns, and credit memos Develop and maintain efficient training programs with documented competencies Assist with receiving and processing customer orders via phone, email, and online platforms when necessary Deliver technical assistance and escalate complex questions to appropriate teams Required Experience/Skills Minimum 3-5 years of customer service leadership experience, ideally in manufacturing or distribution Excellent verbal and written communication skills with ability to interface with technical and non-technical stakeholders Strong interpersonal and leadership skills with demonstrated ability to manage teams and resolve customer issues Experience implementing or managing CRM tools and customer service SOPs Working knowledge of CRM systems (Salesforce, HubSpot, etc.) and customer service metrics Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) Experience managing cross-functional initiatives across sales, warehouse, and operations teams Exceptional organizational and analytical abilities with capability to manage multiple priorities High attention to detail with sound decision-making skills Strong problem-solving abilities and goal-oriented mindset Nice-to-Haves Experience with NetSuite ERP system Bilingual capabilities (English/Spanish preferred) Experience in flooring, coatings, or construction-related industries Background working with contractors and installers Experience in companies with similar collaborative, hands-on cultures Education Bachelor's degree in Business, Operations, or related field preferred Pay & Benefits Summary Competitive base salary Performance-based incentive: bonus based on quarterly performance Monthly commission Flexible/unlimited PTO Health insurance - lowest plan free to employee Health Reimbursement Account (HRA) support for deductibles Family health coverage available with company reimbursement support Apply Now! Join a growing team where your leadership will make a direct impact on customer satisfaction and business success. This is an excellent opportunity for an experienced customer service professional ready to take their career to the next level in a supportive, collaborative environment. Customer Service | Leadership | Manufacturing | Team Management | CRM | Operations | Problem Solving | Training