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Job description
Connect Search is partnering with a well-established manufacturing company in the Thorp, WI area to identify a Customer Service Manager to join its leadership team.
This is a great opportunity for an experienced customer service leader who enjoys developing teams, improving processes, and working cross-functionally within a manufacturing environment. The role will oversee customer service operations while helping establish performance metrics, improve workflows, resolve escalated customer issues, and strengthen communication across departments.
The position offers a strong mix of people leadership, customer experience, process improvement, and operational strategy, with the opportunity to make a meaningful impact on how the customer service function operates and continues to evolve.
Job Title: Customer Service Manager
Salary: $85,000 - $120,000
Key responsibilities include:
Lead and develop the customer service team, including coaching, performance management, and employee development
Establish department goals, service standards, and performance expectations
Monitor customer service metrics and use performance data to identify opportunities for improvement
Develop operational reports and dashboards to track department performance
Manage escalated customer concerns and ensure timely resolution
Identify root causes of recurring customer issues and implement solutions
Improve customer service workflows, procedures, and process controls
Partner cross-functionally with Sales, Production, Purchasing, Engineering, Scheduling, Shipping, Finance, and other departments
Lead process improvement initiatives focused on efficiency, accuracy, and customer experience
Improve communication and accountability across departments
Support hiring, onboarding, training, and succession planning for the customer service team
Partner with leadership and IT to improve systems and processes
Foster a culture of accountability, collaboration, continuous improvement, and customer service
Qualifications:
5+ years of customer service experience within a manufacturing or order-based environment
3+ years of leadership experience , including employee development and performance management
Experience leading process improvement and cross-functional initiatives
Strong analytical skills with the ability to use data and metrics to drive decisions and improve performance
Strong communication and relationship-building skills
Ability to collaborate effectively across multiple departments and levels of an organization
Experience working with ERP or similar business systems
Proficiency with Microsoft Office
Experience with CRM and business reporting systems is a plus
Associate degree in Business Administration, Management, Customer Service, or a related field preferred;
equivalent experience will be considered
This is an excellent opportunity for someone who has built a strong foundation in customer service leadership and is looking for a role where they can develop a team, improve processes, drive performance through data, and have a broader impact across the organization.
If you’re interested in learning more about this opportunity, please apply or reach out to !
Worksite address
city of thorp, WI, 54771, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.