Customer Service Manager, New Castle

Customer Service Manager
Most customer service leadership jobs are really about babysitting inboxes and tracking tickets.
This one is about building a team that customers trust and internal teams rely on.
Youll lead a small group responsible for quotes, order entry, customer communication, returns, and escalations but the real job is creating a faster, more accountable customer experience across the business.
Youll work closely with sales, purchasing, warehouse operations, and accounting to keep orders moving and customers informed.
This role is for someone who likes solving problems, improving processes, coaching people, and stepping in when things get messy.
What Youll Own
Lead, coach, and develop a customer service team
Create structure, accountability, and clear expectations
Improve processes that help the team move faster and reduce errors
Track performance metrics like response times, order accuracy, backlog, and on-time delivery
Handle escalated customer issues including shipping problems, pricing disputes, and order delays
Oversee order flow including returns, credits, RMAs, and backorders
Partner with sales, purchasing, warehouse, and accounting teams to keep customers updated and orders moving
Maintain accurate ERP and CRM data
Help build SOPs and operational consistency across the department
Conduct performance reviews, manage schedules, and support hiring/training efforts
Act as the go-to resource for complex customer situations and internal order-entry questions
What Success Looks Like
Customers get answers quickly and accurately
Orders move through the system with fewer issues and delays
The team operates with urgency, accountability, and consistency
Internal departments trust your team to execute
Problems get solved before they become bigger problems
What You Bring
Experience leading or mentoring a customer service or order management team
Background in distribution, manufacturing, industrial products, or wholesale environments
Strong understanding of order flow and customer communication
Comfort working inside ERP systems like Epicor, NetSuite, SAP, Prophet 21, or similar platforms
Ability to balance coaching with being hands-on when needed
Strong organizational skills and attention to detail
Confidence handling difficult customer conversations professionally and calmly
Someone who naturally improves processes instead of just working around them
The Environment
This is an operational business.
Things move quickly.
Priorities change.
Customers need answers.
The right person will enjoy being in the middle of the action and helping create structure without slowing the business down.
Industrial distribution experience is helpful, but not required.