Lead and develop the Customer Service team to deliver exceptional & consistent customer experience across all Rehrig Pacific products and services
Build, coach, and develop a high-performing team of Account Specialists who support Sales-owned accounts through order management, issue resolution, and customer communication taking full ownership of service delivery and measurable results
Set clear performance expectations and standards aligned to departmental KPIs (service levels, CSAT, response time, customer retention)
Create individualized development plans and provide regular, constructive feedback that accelerates growth
Manage day-to-day execution of customer service activities to ensure accurate order processing, timely response, and effective issue handling
Ensure achievement of key performance metrics, including service levels, response time, order accuracy, and customer satisfaction
Own and continuously improve end-to-end customer service processes, eliminating complexity and reducing friction across all touchpoints
Serve as the voice of the customer across the organization, ensuring customer insights inform strategic and operational decisions
Lead escalation management, ensuring complex customer issues are resolved swiftly, professionally, and at root cause

Bachelor's degree from an accredited four-year institution
3+ years leading customer service teams in a manufacturing, supply chain, or logistics environment
8+ years of progressive customer service or sales experience with a demonstrated track record of improving service outcomes
Track record of implementing customer experience transformation initiatives
Proven ability to coach, develop, and retain high-performing teams
Demonstrated ability to improve service performance through process and team leadership
Experience managing workforce planning, scheduling, and training in a fast-paced, multi-channel service environment with remote or multi-location teams
Strong written and verbal communication skills with the ability to influence at all organizational levels
Experience working cross-functionally with Sales and Operations
Proficiency with CRM platforms (Salesforce preferred) and ERP systems (JD Edwards preferred)
Ability to manage travel requirements of 20% airline travel
Must be located within 1 hour of a Rehrig Pacific manufacturing plant facility

Customer Service Manager

Key skills