Job Description

Job Title: Customer Service Manager

Location: Apex, NC (Fully Onsite)

Salary: $85,000–$100,000 base salary

Benefits: Eligible for Dental, Vision, Medical, 401(k)

About the Role

This Customer Service Manager role is a highly visible, customer-facing position supporting active customers in a fast-paced manufacturing environment. You will manage end-to-end order processing, proactively communicate with customers regarding order status, delays, and logistics, and serve as a trusted point of contact for ongoing client needs.

Must-Have Qualifications

• 3–5 years of true customer service management experience.
• Experience in manufacturing or a similar operational environment (no retail or call center backgrounds)
• High school diploma or equivalent required; Bachelor’s preferred (or equivalent experience)
• Proficiency in SAP , Microsoft Office, Excel, and other web-based systems
• Demonstrated experience in order entry and diffusing customer complaints

Soft Skills & Leadership Traits

• Customer-centric and service-oriented mindset
• Thick skin; able to handle difficult conversations professionally
• Strong problem-solving and conflict resolution skills
• Proactive, forward-facing, and solutions-focused
• Confident communicator with the ability to build strong customer relationships
• Adaptable, resilient, and able to thrive in a fast-paced environment
• Strong ownership and accountability for outcomes

Key Responsibilities

• Input, manage, and review customer orders for accuracy and readiness for shipment
• Proactively communicate with customers regarding delays, changes, or issues
• Direct customer interaction on a daily basis
• Previous experience managing or mentoring staff (will have 2 direct reports)
• Coordinate deliveries and ensure customer carriers are prepared
• Maintain and manage repeat customer relationships
• Handle inquiries, complaints, and escalations professionally
• Generate and maintain order, billing, and service-level reports
• Perform daily billing and process debits/credits as needed
• Maintain customer pricing files
• Coordinate warehouse pickups with customers, sales, and third-party warehouses
• Lead and manage Customer Service functions and staff (for managerial role)
• Optimize processes to achieve KPIs and maintain accurate SAP master data
• Evaluate vendor/3PL partner performance and resolve quality or logistics issues

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