Customer Service Manager

Company Overview:

The Tranzonic Companies is the hub for a strategic collection of manufacturing and sales companies that lead the way in multiple categories - from personal care and protection to textiles, from cleaning products to contamination control - to empower its distributor partners into the future. Their cohesive approach promotes operational efficiency and fuels innovation, while equipping its varied businesses to tackle the toughest challenges across industrial and manufacturing, healthcare and life sciences, food service, hospitality, transportation, and many other dynamic market segments. Tranzonic's rapid growth, both organic and via acquisition, is powered by its team of driven, innovative problem-solvers and a culture of integrity and respect.

Position Summary:

The Customer Service Manager is responsible for leading and developing a high-performing customer service team to ensure exceptional service delivery, customer satisfaction, and operational efficiency. This role oversees daily operations, resolves escalated customer concerns, implements process improvements, and drives performance through training, coaching, and strategic initiatives. The Customer Service Manager collaborates with cross-functional teams to align customer service strategies with business objectives and continuously enhance the customer experience.

Essential Functions and Responsibilities:

• Lead, mentor, and develop the customer service team, fostering a positive and performance-driven culture.
• Oversee daily operations, ensuring efficient workflow management and adherence to service level agreements (SLAs).
• Manage escalated customer issues, working to resolve complex inquiries with a focus on customer retention and satisfaction.
• Analyze key performance indicators (KPIs) and customer feedback to identify trends, gaps, and areas for process improvement.
• Implement strategies to enhance service quality, streamline processes, and increase team efficiency.
• Conduct regular training sessions and coaching to support skill development and ensure team members are equipped to deliver excellent customer experiences.
• Collaborate with other departments (sales, operations, logistics, etc.) to improve customer service processes and address systemic issues.
• Ensure team compliance with company policies, procedures, and industry best practices.
• Maintain and improve CRM and customer service systems, leveraging technology to optimize performance and reporting.
• Prepare and present reports on customer service performance, trends, and improvement initiatives to senior management.

Requirements:

• Associate or bachelor's degree in business, communications, or a related field preferred.
• 5+ years of customer service experience, with at least 2 years in a supervisory or management role.
• Strong leadership and team management skills with a track record of driving performance and engagement.
• Excellent problem-solving, conflict resolution, and decision-making abilities.
• High-level communication and interpersonal skills with the ability to collaborate across departments.
• Proficiency in CRM systems, Microsoft Office Suite, and other relevant customer service tools.
• Ability to manage multiple priorities in a fast-paced, customer-focused environment.
• A results-oriented mindset with a passion for continuous improvement and innovation.