Customer Service Manager
CMC
full-time
Posted on:
Location Type: Office
Location: Baton Rouge • Louisiana • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Lead and manage the customer service team, ensuring daily operations support a high level of customer satisfaction.
- Develop and implement service strategies, processes, and best practices that improve customer experience and operational efficiency
- Serve as the primary escalation point for complex customer issues and ensure timely and effective resolution.
- Monitor performance metrics (e.g. order accuracy, response times, complaint resolution) and take action to address deficiencies.
- Coordinate with sales, operations, logistics, and other departments to ensure a seamless customer journey from order placement to delivery.
- Oversee order processing, quotations, product inquiries, and all customer interactions to ensure accuracy and responsiveness.
- Train, mentor, and evaluate team members; foster a positive, accountable work culture focused on continuous improvement.
- Maintain up-to-date knowledge of CMC products, services, policies, and industry trends to support team and customer needs.
- Drive initiatives to improve customer loyalty, retention and satisfaction.
- Participate in cross-functional teams through a collaborative process to compile, interpret and analyze key data sets
- Participate in cross- functional projects to enhance service delivery or introduce new systems and tools
Requirements
- 5+ years of customer service or sales support experience, including 2+years in a leadership or supervisory role.
- Experience in the construction, manufacturing, or industrial services industry strongly preferred.
- Proven ability to lead teams, resolve conflicts, and drive performance.
- Excellent interpersonal, communication, and organizational skills.
- Strong problem-solving skills and ability to manage multiple priorities under pressure.
- Proficiency in Microsoft Office Suite and CRM/order processing systems.
- Bachelor’s degree in Business Administration, Communications, or a related field preferred. Equivalent experience in a customer service leadership role will be considered.
- High School Diploma or GED required.
Benefits
- Day 1 Benefits Coverage with low cost Medical, Vision, Dental
- Day 1 Paid-time Off and Vacation
- 4.5% Company Match 401(k) plan
- $500 Annual Company-paid Lifestyle Benefit
- Competitive Compensation and Bonuses
- Company-paid Life and Disability Insurance
- Employee Stock Purchase Plan
- Training and Advancement Opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer servicesales supportorder processingperformance metricsconflict resolutionproblem-solvingdata analysisservice strategiesoperational efficiencycontinuous improvement
Soft skills
leadershipinterpersonal skillscommunication skillsorganizational skillsteam mentoringaccountabilitycollaborationcustomer loyaltycustomer retentionmulti-tasking
Certifications
Bachelor’s degreeHigh School DiplomaGED