Connect Search, LLC is hiring: Customer Service Manager in Geneva

This range is provided by Connect Search, LLC. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$90,000.00/yr - $110,000.00/yr

Customer Service Manager Overview

Our client in the manufacturing industry is seeking a Customer Service Manager to lead the customer support function and serve as a key liaison between customers, production, sales, and shipping. The Customer Service Manager will oversee day‑to‑day service operations, ensure exceptional customer experiences, and help strengthen internal communication to support on‑time delivery, product quality, and customer satisfaction.

Key Responsibilities

• Manage and lead a small customer service team, including hiring, coaching, training, and performance development.
• Serve as the primary escalation point for customer issues and ensure timely resolution.
• Develop and implement customer service standards, metrics, and best practices tailored to a manufacturing environment.
• Oversee order entry, changes, cancellations, and status updates for accuracy and timely processing.
• Partner with production scheduling, purchasing, and shipping to resolve order delays, inventory issues, or lead‑time challenges.
• Monitor open orders, backlogs, and fulfillment performance to ensure transparency and customer alignment.
• Build strong relationships with customers through proactive communication, responsiveness, and problem‑solving.
• Provide product information, pricing support, and technical guidance in collaboration with engineering and sales.
• Maintain clear documentation of customer interactions, service issues, and resolutions.
• Identify service gaps and opportunities to improve processes, tools, and communication across departments.
• Implement systems or workflows to strengthen accuracy in order handling, customer follow‑up, and internal coordination.
• Partner with leadership to support continuous improvement initiatives, including ERP enhancements or customer portals.

Qualifications

• 5–10+ years of customer service experience, ideally within a manufacturing, distribution, or industrial environment.
• Prior experience supervising or managing customer service teams.
• Strong understanding of order management, production workflows, and supply chain.
• Bachelor’s Degree preferred.

Seniority Level

Mid‑Senior level

Employment Type

Full‑time

Job Function

Customer Service

Industries

Manufacturing