Customer Service Manager (Hybrid)

Shippers Supply is a growing packaging solutions company that has been providing customer solutions since 1928. We have an outstanding small company culture of teamwork, fun, professionalism and entrepreneurial spirit where YOU can make a difference!

This role is responsible for ensuring Shippers Supply delivers industry-leading service to our customers and sales professionals by leading the Customer Service team and driving efficiency and improvements in processes to increase customer satisfaction and sustainable profitability.

Position will be approximately 60% in the office and 40% remote after training period, depending on department needs.

Key Accountabilities:

• Develop and execute a comprehensive customer service strategy focused on customer satisfaction, loyalty, and operational excellence.
• Provide proactive communication and problem solving to our customers and communicate effectively with employees, management and other team members.
• Develop and implement processes and procedures pertinent to an effective and efficient customer journey, with efficient and balanced internal workload of the department.
• Own employee lifecycle activities including hiring, onboarding, training, coaching, performance management, and professional development.
• Oversee all customer service channels (phone, email, etc.), ensuring consistent, high-quality interactions that reflect company values.
• Champion the voice of the customer by collecting and analyzing feedback to identify trends, pain points, and opportunities for innovation and service enhancements.
• Monitor and improve customer satisfaction surveys, customer effort metrics, and drive implementation of improvements that enhance the overall customer experience. 
• Manage departmental KPIs (CSAT, NPS, FCR, etc.) to evaluate performance, provide insights to executive leadership, and guide data-driven decisions.
• Responsible for timely and effective escalation and resolution of complex or sensitive customer and sales issues with professionalism and speed.
• Responsible for department budget and cost reduction activities.
• Remain up to date regarding trends and conditions of the business environment and industry trends, including Voice of the Customer efforts
• Responsible for working safely and providing a safe work environment for employees. 
• Comply with all company policies and procedures and continually improve process and systems to make them more efficient and effective.
• All other duties as assigned.

We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

Background checks and drug tests required.

Salary Transparency

The pay range for this position is $85,000-$95,000 per year. In addition, this role is eligible for a quarterly incentive bonus based on individual and company performance. Please note that the higher end of the pay range is reserved for candidates with extensive experience and qualifications that exceed the requirements of the role. Most new hires typically start at the beginning of the pay range, with opportunities for growth and increases based on performance and tenure.

Shippers Supply, Inc. offers a comprehensive benefits package, including medical, dental, and vision insurance, healthy savings account (HSA), a 401(k) with company match, paid time off (PTO), Volunteer Time Off (VTO), company-paid life insurance and Long-Term Disability (LTD), and other wellness programs.

Requirements

Knowledge, Skills and Abilities:

• Bachelor’s degree or equivalent business experience preferred.
• A minimum of 7-10 years of customer service and/or sales support experience required.
• Experience in distribution/warehouse/manufacturing preferred.
• Experience in growth business environments preferred.
• 5+ years in a supervisory position is required (including goal setting, metric tracking, and employee management to include coaching and development of people.)
• Must have demonstrated experience leading a team to successful, accountable results.
• Intermediate-level computer skills are required (Microsoft Word, Excel, Outlook, ERP, CRM).
• Advanced interpersonal skills with the ability to effectively communicate, negotiate, and demonstrate conflict resolution skills.
• Advanced problem-solving ability: Anticipating, analyzing, diagnosing, and resolving, delighting every one of our customers (internal and external.)
• Must demonstrate flexibility and willingness to adapt to change