Position Overview:

The Customer Service Manager is responsible for leading and developing a high-performing customer service team that delivers exceptional service,  product knowledge, accuracy, and responsiveness to customers. This role oversees daily customer service operations which includes efficient quoting, order management, strong cross-functional collaboration, and adherence to quality standards. The ideal candidate is a hands-on leader who fosters engagement, development, accountability, and a customer-first mindset.

 

The Customer Service Manager is responsible for building organizational capability by developing technical expertise, standardizing processes, establishing service expectations, and driving continuous improvement. Using data, performance metrics, and strong business partnerships, this leader enhances operational efficiency while fostering a culture of accountability, collaboration, and customer focus.

 

Key Responsibilities:

 

• Lead, coach, and develop the customer service team to ensure high performance, productivity, and engagement.
• Foster a collaborative, communicative, and accountable team environment.Oversee daily customer service operations, ensuring timely and accurate order entry and request processing.
• Review and approve End User Requests in alignment with company policies and procedures.
• Develop team capability through coaching, cross-training, technical development, and knowledge sharing.
• Establish and maintain standard processes, work instructions, and training materials.
• Monitor service quality, order accuracy, and operational performance, implementing corrective actions as needed.
• Document, map, and continuously improve customer service processes and workflows.
• Establish, monitor, and report on service level KPI’s, including order accuracy, response time, turnaround time, backlog, productivity, and customer satisfaction.
• Analyze performance data to identify trends, improve efficiency, and support business decisions.
• Partner cross-functionally with Sales, Operations, Supply Chain, and Finance to ensure seamless customer experience.
• Promote a customer-first culture that emphasizes responsiveness, accuracy, and relationship-building.
• Drive operational excellence through process standardization, continuous improvement, and disciplined execution.

Experience Requirements:

Education:

• Bachelor’s degree in business, Operations, or related field preferred.

Experience:    

• 10 years of experience in customer service, order management, or related function
• 3+ years of experience in a leadership or supervisory role
• Experience in a distribution, manufacturing, or industrial environment preferred.
• Strong understanding of order entry processes, customer service workflows, and quality standards
• Experience working cross-functionally in a fast-paced environment.
• Proficiency in Microsoft Office (Word, Excel, Outlook); experience with ERP or CRM systems a plus
• Willingness to participate in continuous learning and training on systems and products.

Skill Requirements:

• Strong leadership and team development skills with the ability to motivate and engage others.
• Excellent verbal and written communication skills
• Strong problem-solving and critical thinking abilities
• Customer-focused mindset with a clear understanding of business objectives
• Ability to manage multiple priorities and adapt in a dynamic environment.
• High attention to detail and commitment to accuracy and quality
• Proficiency with ERP/CRM systems and reporting tools
• Knowledge of Swagelok products and services preferred.
• Ability to foster a positive team culture and drive continuous improvement.

 

This is a hybrid position, 4 days in office and 1 day remote after successful completion of introductory period.

 

Salary Range:

$115,000 - $125,000 annual base salary

We provide salary ranges in all job postings in accordance with Massachusetts pay transparency guidelines. Actual pay will be determined by skills, experience, and qualifications.

 

 

To apply, email your resume and cover letter to boston.hr@swagelok.com