Customer Service Manager (Administrative)
ABOUT THIS ROLE
The Customer Service Manager directs and oversees all aspects of Sealing Devices' customer service policies, objectives, initiatives, and staff. Develops service level standards focused on response times and issue resolution. Establishes policies and procedures that produce high quality customer service delivery and reflect industry best practices. Ensures that systems are in place and are utilized to capture and report on service metrics, including any customer feedback or trends in product or service issues. Aligns customer service activities and initiatives to support and enhance the objectives of the Customer Service organization.
STATEMENT OF WORK
Key Responsibilities:
- Consult with HR on hiring strategies for open roles within the Customer Service Department and make final hiring decision, ensuring alignment with company culture and values.
- Inspire, mentor, and coach team members, fostering a culture of accountability, professional growth, and high engagement.
- Conduct regular performance reviews with clear, actionable feedback and development plans.
- Lead change management efforts to adopt new tools, processes, and best practices
Customer Experience Strategy:
- Own and execute the customer service vision, ensuring an exceptional end-to-end experience.
- Develop and track service-level metrics (response time, resolution rate, satisfaction scores) and act decisively on trends.
- Champion the voice of the customer in company decision-making, using insights to improve products, processes, and communications.
- Partner with sales and account managers to strengthen strategic customer relationships, increase retention, and identify growth opportunities.
Operational Excellence:
- Oversee workflow, resource allocation, and process optimization within the department.
- Ensure pricing inquiries, RFPs, and account reviews are managed efficiently and profitably.
- Collaborate with production, quality, and logistics to proactively address and resolve service issues.
- Maintain accurate time, PTO, and workload records, ensuring compliance with HR policies.
WHAT YOU'LL NEED TO SUCCEED
How We Behave:
- Positive Mindset: We see opportunities in every challenge.
- Follow Through: We do what we say—every time.
- Problem Solvers: We own issues until they're resolved.
- Go Above & Beyond: We exceed expectations, not just meet them.
- Outcome Driven: We measure success by results and impact.
Customer Service Manager Competencies:
- Leadership Presence – Inspires confidence and trust; able to influence at all levels
- Strategic Thinking – Sees the bigger picture and aligns department objectives with company goals
- Customer Focus – Anticipates needs, delivers value, and builds lasting relationships
- Business Acumen – Understands the financial and operational levers that drive success
- Communication Excellence – Skilled in delivering clear, concise, and impactful messages
- Change Management – Navigates and leads teams through evolving business dynamics
- Problem-Solving – Resolves conflicts and challenges quickly and effectively
HOW SUCCESS IS MEASURED
- Achievement of service-level targets.
- Improvement in customer satisfaction and retention metrics.
- Employee engagement scores within the department.
- Contribution to revenue growth through improved account management.
WORK ENVIRONMENT
Commitment of 40 hours per work. The job operates in a professional office environment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit, talk, and hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus. Overall level of physical activity is light.
Why Join Us?
At Sealing Devices, you'll have the opportunity to make an impact, grow professionally, and be part of a collaborative and innovative team. We offer competitive pay, benefits, and a culture built on respect, trust, and excellence. At Sealing Devices, our vision is to be the best at everything we do. We provide superior products, innovative solutions, and exceptional service to our customers and business partners. Our values—loyalty, innovation, knowledge, respect, and integrity—guide our commitment to our employees, customers, and community.
Work Authorization: Applicants must be legally authorized to work in the United States as a U.S. Citizen or Green Card Holder.
Salary ranges for this position are determined based upon the job location and can be adjusted based upon experience, reflecting our commitment to valuing the expertise and contributions of our individual team members.
Salary range for this role is $90,000 - $110,000 on an annual basis based upon experience.
Experience
Required- Strong technical skills, including Microsoft Office Suite and Oracle experience, a plus.
- Proven experience leading teams of 10+ employees in a fadt-paced, customer-centric environment.
- 10 year(s): Customer service or account management, with at least 5 years in a leadership role.
Education
Required- Associates or better in Business Administration or related field
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
