Company Logo
Company Slogan

9793 - Customer Service Manager

Travel Required:No
Location:Suffolk, VA
Position Type:Full Time
Desired Education Level:BS


The Supply Chain team is looking to continue to develop motivated, innovative and most importantly passionate individuals to grow the future leaders of  the Client. As a Manager in Customer Service you will manage a large team of employees and provide exceptional Customer Service and champion change and efficiency within the Supply Chain organization.

The Customer Service Manager is responsible for the direction and performance of a large team of Customer Service Coordinators. In this critical role you will oversee the overall team direction by implementing individual and team goals and setting required daily tasks to ensure excellent Customer Service. This position requires strong communication skills and the ability to lead and coordinate key parties to resolution on important topics. This role will display excellent leadership abilities preferably with a strong background of building and managing a large team. Problem solving skills, attention to detail and being approachable are required skills for this role. Managers must possess a strong understanding of Supply Chain and display the ability to coach and mentor their employees.


  • Manages a large team of 10+ Customer Service Coordinators.
  • Sets department objectives and yearly individual goals and manage towards them.
  • Oversees and organizes training for the department and coordinates cross training with other departments.
  • Create training documentation, spreadsheets and job aids to support training and new initiatives.
  • Organize and lead weekly team meetings; create agenda's including important announcements, organizational changes and general FYI's.
  • Serves as an escalation point for your team.
  • Analyzes reports daily to ensure all orders are complete, and free of any blocks and orders are processed through EDI.
  • Tracks important KPI's like Fill Rate, On time delivery and lead time performance.
  • Hosts calls with internal and external partners when Supply Chain performance dips to unacceptable levels.
  • Utilizes DSP to make critical master data updates.
  • Present departmental updates in weekly team leadership call and Monthly to Supply Chain leadership.
  • Guides and Mentors Customer Service Supervisors and supports them with their Supervisorial responsibilities.
  • Participates and leads daily and weekly calls representing Customer Service.
  • Creates PowerPoint documents on specific topics and present them through Skype or in person.
  • Attends Customer Visits and review key Supply Chain metrics.
  • Leads system testing for any enhancements or break fixes that affect your department.


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals to perform the essential functions.

  • Bachelor’s Degree from a regionally accredited four-year college or university and 5+ years’ relevant experience; or equivalent combination of education and experience, required.
  • Minimum of 2+ years’ experience in a position of leadership to include team development and management, required.
  • Knowledge of Microsoft office with an emphasis on Excel and Power Point
  • Strong decision making and problem solving skills
  • Strong written and verbal communication skills
  • Ability to coach and mentor
  • Ability to manage conflict
  • Flexibility to adapt to a varied work schedule
  • Effective change management skills
  • Ability to work well with others in fast paced, dynamic environment.
  • Ability to be respectful, approachable and team oriented while building strong working relationships and a positive work environment.
  • Travel may be required.

Supervisory Responsibilities:

  • Responsible for the overall direction, coordination, and evaluation for the Customer Service team.
  • Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
  • Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.