Customer Services Manager

The JobSquad Solutions Team is currently looking for a Customer Service Manager to work at a company located in the Hialeah, FL area! Job Title: Customer Service Manager Job Location: Hialeah, FL 33014 Pay and Hours for Job + Benefits: $52K per year Job Description: The Customer Service Manager is responsible for leading and managing the Customer Service Department to ensure the delivery of exceptional service and support to customers throughout the order fulfillment process. This position oversees daily customer service operations, team performance, customer communications, order management, issue resolution, and coordination with internal departments. In a manufacturing environment, the Customer Service Manager serves as a key liaison between customers and internal teams, including Sales, Production, Planning, Warehouse, Shipping, Quality, and Accounting. The position is responsible for ensuring accurate order processing, timely communication, effective resolution of customer concerns, and continuous improvement of customer service processes. The Customer Service Manager provides leadership, coaching, and direction to the Customer Service team while establishing performance expectations, monitoring key service metrics, and promoting a professional, customer-focused, and collaborative work environment. Essential functions Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. Supervise a team of high-functioning associates who make calls and respond to emails. QA your associates call and provide weekly coaching. Share performance insights weekly with your manager Oversee the training of new team members Set the tone for the rest of your team, contributing to a professional, friendly, fun and positive office culture Communicates policy updates and company information through team meetings and one-on-one development sessions Documents all coaching/development sessions in appropriate client database in a timely manner Interacts with cross-functional support groups to manage day-to-day operations Generate monthly credit report. Support daily operations by assisting with credits, debits, and returns as required. File and submit claims with carriers when necessary. Handle escalated calls from dissatisfied customers, utilizing problem-solving and conflict-resolution skills to achieve effective resolutions. Competencies Strong leadership, coaching, and people management skills. Excellent verbal and written communication skills. Strong customer relationship and conflict resolution abilities. Knowledge of order management and customer service processes within a manufacturing or distribution environment. Strong organizational and time-management skills with the ability to manage multiple priorities. Proficiency in Microsoft Office, including Excel, Word, and Outlook. Experience working with ERP, CRM, order management, or customer service systems. Ability to work effectively in a fast-paced manufacturing environment. Strong sense of ownership, accountability, and customer focus. Required education and experience: Bachelor’s degree in business administration, Supply Chain, Operations, Communications, or a related field preferred Minimum of five years of progressively responsible customer service, order management, account support, or related experience. Minimum of two to three years of supervisory or management experience. Experience working in a manufacturing, distribution, or production environment strongly preferred. Experience managing customer orders, delivery requirements, product availability, and customer escalations. Experience working with ERP and/or CRM systems. Advanced organizational, communication, and problem-solving skills. Proficiency in Microsoft Office, particularly Excel, Word, and Outlook. Preferred education and experience Experience within the manufacturing, consumer products, food, pharmaceutical, nutraceutical, or related industry. Experience working with production planning, inventory availability, order fulfillment, and supply chain processes. Bilingual communication skills in English and Spanish preferred. The JobSquad Solutions Team is made up of experts around the country. Serving our local workforce communities is our passion. #AF12345 ]]>