Customer Service Manager

Overview

Great Day Improvements Manufacturing (Cincinnati, OH) - Customer Service Manager

As of the Customer Service Manager (CSM), you will be the voice of the division and a champion for customer success. This role is responsible for fostering a customer-centric culture, ensuring an exceptional service experience, and driving long-term customer loyalty. The CSM and their team must be committed to creating customers for life by delivering high-quality service, proactive solutions, and seamless experiences.

Shift: 1st Shift / Pay Range: $90,000 – $110,000 annually, plus a 10% VC bonus

Responsibilities

· Champion a consumer-centric mindset by ensuring that every interaction with customers reinforces trust, reliability, and long-term partnership.

· Drive referability by consistently exceeding customer expectations, ensuring that every customer is willing to recommend our products and services.

· Lead with a customer-first approach, providing technical oversight, decision-making, and problem-solving to ensure superior service delivery.

· Act as the primary advocate for customer success, collaborating with cross-functional teams to anticipate customer needs, eliminate friction points, and enhance service experiences.

· Identify and leverage market trends and emerging technologies to enhance service quality, deepen customer relationships, and drive revenue growth.

· Serve as an escalation point for complex customer issues, ensuring swift resolution through cross-functional collaboration.

· Train and guide customers on order management using the ERP system (F&O), fostering self-sufficiency and confidence in our processes.

· Partner with key internal departments (Accounts Receivable, Logistics, Transportation, and Shipping) to optimize on-time order fulfillment and overall customer satisfaction.

· Monitor and manage backorders daily, ensuring timely processing and proactive communication with customers.

· Continuously seek opportunities for process improvements and innovation in service delivery, ensuring efficiency and effectiveness in operations.

· Develop and mentor the Customer Service Team, ensuring they embody a customer-first mindset and are equipped with the skills to build lasting relationships.

· Foster a culture of accountability, growth, and high performance through regular performance evaluations, feedback, and coaching.

· Proactively seek feedback from customers to refine processes and enhance service quality.

· Implement best practices to eliminate errors, enhance efficiency, and streamline operations to better serve customers.

· Recruit, onboard, train, and recognize employees, ensuring they are engaged and aligned with the organization’s vision of customer success.

· Represent the division in internal management meetings, advocating for customer needs and aligning service strategies with corporate objectives.

· Other duties as assigned.

Qualifications

· Bachelor’s degree in Business Management, Manufacturing, or a related field.

· Five or more years of customer service experience, with increasing leadership responsibilities.

· Experience in a manufacturing environment preferred.

· Lean Six Sigma certification is a plus.

Skills, Knowledge, and Abilities:

· Proven ability to drive a customer-first culture, ensuring customer satisfaction and long-term loyalty.

· Strategic mindset with a passion for creating customers for life through proactive service and relationship-building.

· Excellent communication and interpersonal skills, fostering positive and effective customer interactions.

· Strong analytical and problem-solving skills, leveraging data to drive customer service innovations and improvements.

· Ability to maintain composure under pressure, handling customer challenges with confidence and professionalism.

· Proficiency in Microsoft Office Suite and ERP systems for order management and reporting.

· Leadership and accountability, with the ability to inspire a team and hold individuals responsible for achieving customer-focused goals.

· Experience with financial budgeting and reporting, ensuring efficient resource allocation to support customer success.

GDI is an Equal Employment Opportunity Employer

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