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Customer Service Manager | Manufacturing | SAP Required 

Job Description

📍 Richmond, IN (Hybrid after onboarding)
We’re partnering with a well-established manufacturing company to identify a Customer Service Manager who is passionate about leading people, improving processes, and creating an exceptional customer experience.
This is a highly visible leadership role overseeing a team of 11 customer service professionals. You’ll work closely with senior leadership, including the VP of Sales, to help transform the customer service organization into a more proactive, customer-focused team.
What You’ll Do
  • Lead, coach, and develop a team of 11 customer service professionals.
  • Drive process improvements and elevate the overall customer experience.
  • Partner cross-functionally with Sales, Operations, and executive leadership.
  • Evaluate team structure, identify development opportunities, and ensure employees are positioned for success.
  • Manage customer escalations and serve as a resource for complex situations.
  • Foster a culture centered around accountability, responsiveness, continuous improvement, and collaboration.
Why This Opportunity?
  • High-impact leadership position with strong executive visibility.
  • Direct partnership with the VP of Sales and senior leadership.
  • Opportunity to make a lasting impact on the customer experience and overall business.
  • Clear path for future career growth.
Compensation & Benefits
  • Base Salary: $110,000-$120,000
  • Annual Bonus: 15-20%
  • Hybrid schedule after onboarding (approximately two days per week remote).
Location: Richmond, IN
Onboarding: The first 4-6 months will be spent onsite to learn the business, build relationships, and immerse yourself in the company’s operations before transitioning to a hybrid schedule.

Requirements

  • Previous leadership experience managing customer service teams within a manufacturing environment.
  • SAP experience is required.
  • Proven success leading change, improving processes, and developing high-performing teams.
  • Strong coaching and people leadership skills with the ability to hold teams accountable while supporting employee growth.
  • Comfortable working in a collaborative, cross-functional environment.