Customer Service Manager WFH Flexible • Hybrid remote Job Type Full-time Description OVERVIEW Cadrex is searching for a Customer Service Manager who will be responsible for leading a team of customer service representatives and ensuring the delivery of outstanding service to our valued customers. Your strong leadership abilities, exceptional communication skills, and ability to resolve complex issues will contribute to building and maintaining positive customer relationships. By providing guidance, training, and support to your team, you will play a key role in driving customer satisfaction and loyalty. KEY RESPONSIBILITIES + Manage customer service staff; responsibilities include interviewing, hiring, training employees; planning, assigning and directing work; appraising performance, assuring standards are being met, coaching, and developing talent, addressing issues and resolving problems + Oversee all aspects of the customer service department, including order management, issue resolution, customer inquiries + Ensure exceptional customer experiences by resolving complex customer issues, managing escalations, and maintaining customer relationships + Develop and implement customer service standards, procedures, and best practices to enhance efficiency and effectiveness + Monitor customer service performance metrics, such as response time, resolution rate, and customer satisfaction, and take proactive measures to achieve targets + Collaborate with cross-functional teams, including Sales, Production, and Logistics to coordinate and address customer needs and inquiries + Identify opportunities for process improvements and automation to enhance the customer service experience and drive operational efficiency + Maintain accurate customer records, order information, and communication logs using customer relationship management (CRM) systems + Stay updated with industry trends and customer needs, providing insights and recommendations to improve products and services Requirements PREFERRED QUALIFICATIONS + Proven experience as a Customer Service Manager or in a similar leadership role within a manufacturing or customer-oriented environment + Strong knowledge of customer service principles, practices, and techniques + Excellent interpersonal and communication skills, with the ability to build rapport and effectively resolve customer issues + Strong leadership and team management abilities, with a focus on developing and motivating team members + Ability to handle and resolve complex customer complaints or issues with professionalism and empathy + Proficiency in using customer relationship management (CRM) systems and other customer service software + Strong organizational and time management skills, with the ability to prioritize tasks and meet deadlines + Analytical and problem-solving skills to identify root causes of customer issues and implement effective solutions + Commitment to delivering exceptional customer experiences and maintaining high standards of customer satisfaction EDUCATION + Associate degree in Business, Marketing, or a related field preferred LOCATION + Hybrid SCHEDULE + M-F WORK ENVIRONMENT + While performing the duties of this job, the employee is frequently exposed to work near moving mechanical parts and vibration. The employee is occasionally exposed to the risk of electrical shock. The noise level in the work environment is usually moderate and occasionally loud. PHYSICAL DEMANDS + While performing the duties of this job, the employee is regularly required to stand, sit, use hands and fingers, handle or feel, and talk or hear. The employee is occasionally required to sit; climb or balance; stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, color vision, depth perception and ability to adjust focus. CADREX’S CORE VALUES + Safety first, rising to the challenge, collaboration, accountability, and doing the right thing ABOUT US CADREX Manufacturing Solutions is a leading provider of complex sheet metal and machined production parts, assemblies, and weldments for a variety of end markets, including electrical transmission and distribution, warehouse automation, technology, aerospace & defense, medical, food, and industrials. With locations in Colorado, Pennsylvania, Illinois, Washington, Wisconsin, Minnesota, Michigan, Indiana, Massachusetts, Oklahoma, and Monterrey Mexico, CADREX offers numerous in-house manufacturing capabilities, including laser cutting, sheet metal fabrication, complex assembly, CNC punching, CNC machining, forming, robotic welding, stamping, fastener insertion, and tool and die manufacturing, to effectively serve customers with lights-out manufacturing capabilities for mid- to high-volume production. For more information, visit www.cadrex.com. Cadrex provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.