Customer Service Manager

Connect Search is partnering with a well-established manufacturing company in the Thorp, WI area to identify a Customer Service Manager to join its leadership team.This is a great opportunity for an experienced customer service leader who enjoys developing teams, improving processes, and working cross-functionally within a manufacturing environment. The role will oversee customer service operations while helping establish performance metrics, improve workflows, resolve escalated customer issues, and strengthen communication across departments.The position offers a strong mix of people leadership, customer experience, process improvement, and operational strategy, with the opportunity to make a meaningful impact on how the customer service function operates and continues to evolve.

Job Title: Customer Service ManagerSalary: $85,000 - $120,000HybridKey responsibilities include:Lead and develop the customer service team, including coaching, performance management, and employee developmentEstablish department goals, service standards, and performance expectationsMonitor customer service metrics and use performance data to identify opportunities for improvementDevelop operational reports and dashboards to track department performanceManage escalated customer concerns and ensure timely resolutionIdentify root causes of recurring customer issues and implement solutionsImprove customer service workflows, procedures, and process controlsPartner cross-functionally with Sales, Production, Purchasing, Engineering, Scheduling, Shipping, Finance, and other departmentsLead process improvement initiatives focused on efficiency, accuracy, and customer experienceImprove communication and accountability across departmentsSupport hiring, onboarding, training, and succession planning for the customer service teamPartner with leadership and IT to improve systems and processesFoster a culture of accountability, collaboration, continuous improvement, and customer service

Qualifications

5+ years of customer service experience within a manufacturing or order-based environment3+ years of leadership experience, including employee development and performance managementExperience leading process improvement and cross-functional initiativesStrong analytical skills with the ability to use data and metrics to drive decisions and improve performanceStrong communication and relationship-building skillsAbility to collaborate effectively across multiple departments and levels of an organizationExperience working with ERP or similar business systemsProficiency with Microsoft OfficeExperience with CRM and business reporting systems is a plusAssociate degree in Business Administration, Management, Customer Service, or a related field preferred; equivalent experience will be consideredThis is an excellent opportunity for someone who has built a strong foundation in customer service leadership and is looking for a role where they can develop a team, improve processes, drive performance through data, and have a broader impact across the organization.If you’re interested in learning more about this opportunity, please apply or reach out to molly.raymond@connectsearchllc.com!