Customer Service Representative Manager
This job profile is not included in a recognized pathway.
Description
The Customer Service Representative Manager leads the Customer Service department, including staffing, team performance, and overall strategy. The role manages key customer relationships and escalations while working with other departments to resolve issues. This position also tracks performance, improves processes and systems, and keeps leadership informed of key results and risks.
Tasks
- Lead Customer Service strategy and day-to-day execution.
- Manage team structure, staffing, performance, and succession planning.
- Own key performance measures, including OTIF, fill rate, customer satisfaction, and order accuracy.
- Manage strategic customer relationships and resolve high-impact escalations.
- Align Customer Service with production, supply chain, sales, and business leadership.
- Drive process improvements, system implementations, operating standards, and change initiatives.
- Monitor departmental performance and risk, manage resources, and report key results to leadership.
Qualifications / Education
- 8+ years customer service / manufacturing experience
- Minimum 8 years at ARG (as defined)
- Prior supervisory or leadership experience required
- Strong background in operations, supply chain, and customer management
