Customer Service Manager at firstPRO, Inc in Hatfield, Pennsylvania

Job Description:

• Competitive base salary of $80K.
• Flexible schedule within core hours (Friday, 8:00 AM - 5:00 PM).
• Opportunity to lead and develop a growing customer service team.
• Work with an established industry leader in manufacturing.

• Lead, mentor, and manage a customer service team of specialists and a supervisor, fostering a high-performance culture.
• Develop and maintain strong relationships with key clients, ensuring excellent customer satisfaction and issue resolution.
• Oversee day-to-day service operations, ensuring efficient order processing, on-time delivery, and post-sale support.
• Monitor and analyze customer service metrics, implementing improvements to enhance team performance and service quality.
• Drive process improvements to streamline workflows and improve customer experience.
• Develop and enforce customer service policies, procedures, and best practices.
• Provide training and development opportunities for the customer service team to support professional growth.
• Collaborate with sales, production, and logistics teams to ensure a seamless service experience.
• Handle escalated customer concerns, ensuring satisfactory resolution and maintaining positive client relationships.
• Prepare and present reports on customer service performance to senior leadership.

• 5+ years of experience supervising a customer service team in a B2B environment (retail customer service experience will not be considered).
• Strong leadership, coaching, and team management skills.
• Proven ability to develop and implement customer service strategies to enhance client satisfaction.
• Excellent communication and problem-solving skills with a customer-centric mindset.
• Ability to analyze performance data and drive continuous improvement initiatives.
• Experience in the manufacturing or construction sector is a plus.

• Initial screening interview.
• Panel interview with key stakeholders.
• Final decision and offer discussion.