Customer Service Manager

Title: Customer Service Manager

Location: Westwood, MA

Overview:

The Customer Service Manager will champion service excellence, and ensure the delivery of high-quality customer experiences to internal and external customers to facilitate organic growth and create engaged customers. As the critical link between the customer, office, and plant, the Customer Service manager takes ownership of customer issues and follows problems through to their resolution, setting a clear mission and deploying best practice strategies focused on achieving it in an efficient, profitable manner to increase customer loyalty, retention, and profitability. This is a full-time role and will sit on-site in Westwood, Massachusetts

Key Duties & Accountabilities (Primary responsibilities & quantifiable measurements):

• Supervise daily operations of the Customer Service Department to ensure performance standards, including timeliness, accuracy, and quality.
• Enhance customer service experience by implementing personalized services and fostering customer engagement for organic growth.
• Develop and track KPIs, analyze statistics, and compile reports to improve service quality, reduce failures, and protect margins.
• Recruit, mentor, and develop customer service representatives, fostering a supportive and empowering environment.
• Collaborate with internal teams, maintain orderly workflows, keep accurate records, and stay updated on industry trends to continually improve service.

Qualifications (What you’ll need to be successful):

• Minimum of 10 years of progressive customer support experience, preferably in the packaging industry within a manufacturing or industrial environment.
• Strong leadership, team management abilities, and exceptional communication and interpersonal skills.
• In-depth knowledge of accounting principles, financial regulations, reporting standards, and advanced Excel proficiency.
• Excellent analytical, strategic thinking, problem-solving, and presentation skills.
• Proficiency in Salesforce or a similar CRM.
• Bachelor's degree preferred but not required.