Customer Service - Manager

Job Description

Join us at JSI! Manager of the Customer Service Team

Are you a customer-focused leader who enjoys building and developing high-performing teams while delivering exceptional service? We are looking for a Manager, Customer Service Team to lead our customer service operations in a fast-paced custom manufacturing environment.

In this role, you will guide a dedicated team that supports our customers with millwork, metal, refrigeration products, and related store fixture solutions. You’ll create a positive team culture, drive continuous improvement, and ensure every customer receives world-class support.

What You’ll Do

• - Lead daily operations of the Customer Service Team, including training, coaching, team building, conflict resolution, and succession planning.
• - Personally handle escalated customer inquiries and complex issues to deliver outstanding service.
• - Set clear performance goals focused on order accuracy, response times, and resolution rates.
• - Develop and maintain customer scorecards and metrics; regularly report insights to leadership.
• - Oversee accurate and timely order entry, processing, and confirmation across all channels (phone, email, EDI, etc.) using ERP systems such as Macola or Visual.
• - Collaborate closely with Operations, Manufacturing, Scheduling, and Shipping to prioritize customer needs and meet lead times.
• - Manage order changes, cancellations, expedites, special requests, Return Goods Authorizations (RGAs/RMAs), credits, and replacements.
• - Monitor multi-plant and drop-ship orders, coordinate with carriers, and resolve delivery issues.
• - Assess training needs, conduct product training sessions, and drive continuous process improvements.
• - Support team recognition initiatives and special projects as needed.

What You Bring

• - Solid knowledge of manufacturing, distribution, or similar environments (experience with millwork, metal, or refrigeration products is a plus).
• - Strong leadership and interpersonal skills with a collaborative, team-player mindset.
• - Excellent verbal and written communication skills for working with customers, sales, production teams, and vendors.
• - Superior organizational and time-management abilities; able to multi-task effectively in a fast-paced setting.
• - High attention to detail and strong basic math skills.
• - Proficiency with ERP systems (Macola, Visual, or similar), Excel, and standard business tools.
• - Self-motivated attitude with a commitment to continuous improvement and team development.

Schedule & Location

• - Monday – Friday, Day Shift (standard business hours)
• - Onsite position

If you thrive on leading teams, solving customer problems, and working in a dynamic manufacturing environment, we encourage you to apply.

We are an equal opportunity employer and value diversity in our workforce.