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Customer Service Manager

Centrotherm • Waterford, NY • 4h ago

Waterford, NY (http://maps.google.com/maps?q=428+Hudson+River+RD+Waterford+NY+USA+12188) - Sales

Job Type

Full-time

Description

The Customer Service Manager leads the end-to-end customer experience from order entry to post-sale support. This role builds a high-performing, data-driven customer service function that delivers fast, accurate, and friendly service across channels (phone, email, portal). Optimize processes, systems, and policies to improve NPS, reduce complaints, boost on-time delivery, and speed response times while partnering with Sales, Operations, and Finance to remove friction.

Job Duties:

Lead, coach, and develop the Customer Service team (workflows, schedules, 1:1s, QA, coaching plans).

Establish service standards for response, resolution, and escalation; ensure consistent, branded communication.

Focus on voice-of-customer (VOC) by capturing feedback, analyze themes, drive corrective actions and close the loop with customers.

Oversee order entry, changes, and status updates; coordinate with Operations to ensure on-time, in-full (OTIF) delivery.

Manage escalations (expedites, damage/shortage, pricing discrepancies); coordinate returns and warranty support with Operations and Quality.

Partner with Logistics to proactively communicate ETAs, delays, and recovery plans.

Map the customer journey and remove friction via process redesign and clear policies (credit holds, cut-off times, returns, warranties).

Build and maintain a searchable knowledge base (playbooks/FAQs) for internal use and self-service content for customers.

Administer day-to-day use of CRM and related tools; ensure data quality and standard work.

Maintain dashboards on open orders and customer complaints.

Partner with leadership to shape sales strategy from market and customer feedback, then review KPIs to find trends and report them in clear dashboards to drive better performance.

Collaborate with Sales on customer onboarding, pricing/program clarity, and proactive communications.

Support Marketing on customer notices (launches, changes, recalls) and craft service messaging for campaigns.

Perform other customer-experience duties as assigned.

Requirements

Experience and Required Skills:

Bachelor's degree in Business, Communications, or related field (or equivalent experience).

5+ years in Customer Service/Customer Experience leadership (B2B preferred); plumbing/HVAC/manufacturing environment a plus.

Proficiency in data analysis with a strong skillset in Excel, data analytics, visualization, and reporting.

Excellent written and verbal communication skills, along with adeptness in building presentations.

Strategic thinker capable of translating technical requirements/issues into a business @context and vice versa.

Detail-oriented with a focus on data accuracy and strong project management skills.

CRM experience required; familiarity with MS Dynamics preferred.

Ability to lead and motivate a customer service team.

Effective interpersonal skills to collaborate with internal and external stakeholders.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

Prolonged periods of sitting at a desk and working on a computer.

Occasionally lift and or move up to 25 lbs.

Requires sufficient hand, arm, and finger dexterity to operate a computer keyboard or other office equipment.

Requires speaking and hearing ability sufficient to communicate in person or over the phone.

Specific vision abilities required for this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust and focus.

Frequently sitting, standing, walking, keyboarding

Required to wear Safety Glasses & Steel/Composite toe shoes while in Warehouse or Manufacturing Areas

Salary Description

$70,000 - $90,000 yearly

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