Customer Service Manager - Collegeville, PA

Overview

GCG Connectivity and Power Solutions (CPS) is currently seeking a Customer Service Manager to join our growing team!

As our Customer Service Manager, you will lead a team of Customer Service Representatives (CSRs) who provide essential support to our commercial team and customers. In this role, you will be responsible for ensuring operational efficiency, optimizing customer service processes, and maintaining high customer satisfaction levels in a fast-paced, logistics-driven environment.

Your leadership will drive seamless communication between customers and internal teams, resolving inquiries related to product shipments, order fulfillment, inventory management, and service escalations. You will also focus on continuous process improvement, leveraging data-driven insights to enhance service efficiency and customer experience.

If you thrive in a dynamic distribution environment, excel at leading high-performing teams, and are passionate about delivering an exceptional customer experience, we encourage you to apply!

What you’ll do

Team Leadership & Management

• Lead and supervise a team of Customer Service Representatives (CSRs) to ensure high-quality service and performance in a time-sensitive, fast-paced distribution environment
• Set clear performance goals, monitor progress, and provide regular feedback and coaching to enhance team capabilities
• Provide ongoing training and development to improve product knowledge, problem-solving skills, and proficiency in handling distribution-related customer inquiries
• Ensure adequate staffing coverage during peak periods, balancing schedules to maintain top-tier service levels
• Foster a collaborative, customer-centric team culture, encouraging effective communication, problem-solving, and professional growth

 

Customer Support & Issue Resolution

• Act as the primary escalation point for complex customer issues such as product shortages, shipping delays, and inventory discrepancies
• Oversee resolution of service-related concerns by collaborating with the commercial team, functional teams, and customers
• Ensure prompt responses to customer inquiries regarding order status, product availability, delivery tracking, and returns/exchanges
• Proactively monitor customer orders to prevent fulfillment delays and address any potential concerns

 

Collaboration with Commercial & Functional Teams

• Serve as the main liaison between the customer service team and Account Managers, ensuring seamless communication and support
• Partner with the commercial team to provide critical product, order, and delivery insights, helping them optimize account management and customer service strategies
• Ensure that Account Managers receive timely updates on order fulfillment, inventory shortages, and logistics concerns
• Assist in addressing customized customer needs, including special order modifications, shipping requests, and return processing

 

Operational Efficiency & Continuous Improvement

• Oversee order management, inventory tracking, and shipment processes to ensure smooth and efficient operations
• Implement and track key performance indicators (KPIs) such as response time, order accuracy, issue resolution efficiency, and customer satisfaction
• Collaborate with warehouse, logistics, supply chain, and finance teams to streamline operations, reduce lead times, and enhance on-time delivery performance
• Identify common customer challenges and work with cross-functional teams to develop preventive solutions

 

Reporting & Performance Tracking

• Prepare regular reports on team performance, order fulfillment, and customer service metrics
• Analyze customer feedback and order data to identify trends, uncover service challenges, and implement improvements
• Leverage reporting insights to enhance service levels, minimize order errors, and improve customer communication

 

Customer Experience Strategy

• Implement strategies to improve customer retention and satisfaction, with a focus on order fulfillment, inventory management, and delivery accuracy
• Identify pain points in customer service processes and drive improvements through process optimization, better communication, and technology enhancements
• Develop and oversee customer service onboarding and training programs to equip CSRs with the skills and knowledge necessary to excel
• Encourage continuous professional development, ensuring the team stays ahead of ind