Customer Service Manager

Rehrig Pacific Company

Customer Service Manager tasked with developing teams for exceptional customer experiences at Rehrig Pacific. Ensuring service innovation and operational balance in a manufacturing environment.

Posted 6/19/2026full-timeLawrenceville • Arizona, Florida, Kansas, Pennsylvania, Texas, Wisconsin • 🇺🇸 United StatesSeniorLeadWebsite

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

Lead and develop the Customer Service team to deliver exceptional & consistent customer experience across all Rehrig Pacific products and services.
Build, coach, and develop a high-performing team of Account Specialists who support Sales-owned accounts through order management, issue resolution, and customer communication taking full ownership of service delivery and measurable results.
Set clear performance expectations and standards aligned to departmental KPIs (service levels, CSAT, response time, customer retention).
Manage day-to-day execution of customer service activities to ensure accurate order processing, timely response, and effective issue handling.
Own and continuously improve end-to-end customer service processes, eliminating complexity and reducing friction across all touchpoints.
Serve as the voice of the customer across the organization, ensuring customer insights inform strategic and operational decisions.
Lead escalation management, ensuring complex customer issues are resolved swiftly, professionally, and at root cause.

Requirements

What you’ll need

Bachelor's degree from an accredited four-year institution
3+ years leading customer service teams in a manufacturing, supply chain, or logistics environment
8+ years of progressive customer service or sales experience with a demonstrated track record of improving service outcomes
Proven ability to coach, develop, and retain high-performing teams
Demonstrated ability to improve service performance through process and team leadership
Experience managing workforce planning, scheduling, and training in a fast-paced, multi-channel service environment with remote or multi-location teams
Strong written and verbal communication skills with the ability to influence at all organizational levels
Experience working cross-functionally with Sales and Operations
Proficiency with CRM platforms (Salesforce preferred) and ERP systems (JD Edwards preferred)
Ability to manage travel requirements of 20% airline travel

Benefits

Comp & perks

Equal employment opportunity
Affirmative action employer

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer service managementorder managementissue resolutionperformance managementworkforce planningschedulingtrainingprocess improvementsales experienceservice performance improvement

Soft Skills

team leadershipcoachingcommunicationinfluencingproblem-solvingcustomer advocacycross-functional collaborationorganizational skillscustomer insightsperformance expectations

Certifications

Bachelor's degree