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HexArmor · 2 days ago

Customer Service Manager

Grand Rapids, Michigan, United States

Full-time

Onsite

Senior Level

5+ years exp

HexArmor® is a leader in developing advanced PPE solutions. The Customer Service Manager will oversee global order fulfillment and ensure exceptional customer service, playing a crucial role in enhancing customer experience and operational success.

Consumer Goods

Responsibilities

Manage the fulfillment cycle from order receipt to delivery, ensuring timely and accurate processing

Oversee inventory levels and collaborate with supply chain to manage stock and proactively address potential shortages

Manage priorities and updates for sample and order processing

Provide general support to customers, handling inquiries and requests through various communication channels

Track and prioritize customer interactions and issues, working with internal teams to resolve and respond ensuring customer satisfaction

Work with internal teams to address and resolve customer concerns, aiming for overall satisfaction

Hands-on leader who supports daily CSR workflows, escalations, and workload balancing

Coordinate outbound shipments for optimal logistics methods to balance cost and efficiency targets

Collaborate with warehouse management and shipping partners to update delivery status coordination

Keep customer and order data up to date in SAP, ensuring accuracy

Manage and refine forecasting tools in JIRA based on business needs

Identify and implement enhancements within our processes and systems to improve operational efficiency

Demonstrated experience leading, coaching, and developing a team of Customer Service Representatives in a fast-paced environment

Proven ability to onboard, train, and ramp new CSRs while maintaining service levels

Strong coaching mindset with experience conducting regular 1:1s, performance reviews, and development planning

Ability to motivate, engage, and retain a high-performing customer service team

Experience addressing performance issues constructively and managing corrective action when needed

Qualification

Customer Service ExcellenceOrder ManagementSAP Business OneExcelTableauJIRAAnalytical SkillsLogistics CoordinationPerformance ManagementCommunication SkillsTeam Leadership

Required

Proven experience in customer support, order management, or a similar role, with a strong focus on customer service excellence

Proficient in computer skills, particularly in Excel and Tableau platforms, with the ability to work with complex datasets and systems

Strong analytical skills with the capability to assess customer needs and improve service delivery and inventory management processes

Strong knowledge of Key Performance Indicators (KPIs), including: Customer Satisfaction Score, Order Processing Time, Order Accuracy, Rate of Returns, Perfect Order Rate

Excellent communication and coordination skills, capable of working effectively with customers and internal teams across time zones

Demonstrated ability to manage people and prioritize multiple tasks in a fast-paced environment

Knowledge of shipping and logistics best practices, with experience coordinating with major carriers and managing logistics strategies

Ability to support and lead a team of Customer Service Representatives

5-7 years of Order Management and Customer Service experience