Senior Manager, Customer Service

We're Hiring: Senior Manager, Customer Service
Location: South Deerfield, MA
Company: Pelican

Who We Are:
At Pelican, we engineer products that stand up to the world’s toughest conditions—because the people who rely on us do too. For nearly 50 years, we’ve been a trusted partner for military personnel, first responders, outdoor adventurers, and innovators who push the limits.

With a global presence that includes 11 offices, 4 manufacturing facilities, and 4 custom case centers, we create high-performance protective solutions that ensure our customers can focus on what matters most. Whether it’s transporting critical medical supplies, securing mission-essential equipment, or keeping expedition gear safe, Pelican products are Built to Protect to Equip for the Mission.

At Pelican, your work has a real-world impact. You’ll be part of a team driven by innovation, craftsmanship, and the shared belief that when the mission is critical, failure isn’t an option. If you’re ready to build something that makes a difference, be part of a team that protects what matters most.

What You'll Do:
Lead the team. Elevate the experience. Be the voice of the customer.
Pelican is seeking a strategic and people-focused Senior Customer Service Manager to lead and evolve our customer service organization in support of continued business growth. In this role, you’ll drive operational excellence, develop high-performing teams, and help shape the future of the customer experience through data-driven insights, process improvement, and strong cross-functional collaboration. This is an opportunity to make a real impact—leading teams, improving systems, and ensuring customers receive world-class support across every interaction.

• Lead, coach, and develop a high-performing Customer Service team across multiple functions and facilities
• Drive customer satisfaction and operational performance through data analytics, KPIs, and continuous improvement initiatives
• Partner cross-functionally with Operations, Sales, Marketing, Supply Chain, and Leadership teams to resolve issues and improve service delivery
• Act as the “Voice of the Customer,” identifying trends, opportunities, and solutions that improve the customer experience
• Develop and execute customer service strategies, workflows, and operational goals that support business growth
• Monitor team performance, resource allocation, call volume, and workflow efficiency to ensure service excellence
• Lead process improvement initiatives and help implement scalable systems and best practices
• Champion SAP initiatives and support development of procedures, documentation, and process standards
�� Support budgeting, capacity planning, and operational forecasting efforts
• Build strong partnerships across the organization to improve communication, responsiveness, and collaboration
• Provide leadership and direction through change management and strategic initiatives
• Ensure compliance with applicable regulatory requirements including FAR, ITAR, and FCPA standards
• Lead large-scale customer service projects and continuous improvement initiatives
• Perform additional duties as assigned

What We’re Looking For:
• Comprehensive knowledge of customer service and warranty procedures and policies.
• In-depth knowledge of company product and pricing structure.
• Proficient in computer software such as SAP, SalesForce, Microsoft Word, Excel and Power Point.
• Must have exceptional written, verbal communication, presentation and training skills.
• Training and experience in Lean/Six Sigma methodologies
• Training and experience in an ISO 9001 (2015) and/or ISO 14001 environment
• Experience with manufacturing

What’s In It For You:
Join a company that truly values its employees! We offer a relaxed and casual work environment, a strong commitment to giving back to communities, and a focus on employee satisfaction. With regular opportunities to share feedback with leadership and structured performance evaluations, we ensure that your voice is heard and your growth is supported.

• Competitive paid time off plans / Holiday pay /extra vacation purchase opportunities
• 401k plan – with immediate match
• Great Benefits – several options including Pet insurance for our animal lovers.
• Health Savings Account Contribution
• Wellness Discount Program
• Global Mental Wellness Program
• Quarterly Employee Celebration Days
• Peer to Peer Recognition Program
• Service Recognition Program
• Amazing employee discount program on Pelican Products, Pelican branded apparel and gear
• Employee referral program – get paid to work with your trusted network.
• Beautiful New England location
• Onsite Gym