9,326 Senior Customer Service Manager jobs in the United States

Job Description:

The Customer Service Manager is responsible for leading and managing the customer service team to ensure excellent customer experiences, efficient operations, and high levels of customer satisfaction. This role oversees daily service operations, sets performance standards, coaches team members, and works collaboratively with other departments to improve customer support processes and outcomes.

As a Customer Service Manager, you’ll oversee day-to-day customer support operations while driving continuous improvement across processes and performance. Your leadership will ensure that customers receive exceptional service, while your coaching will empower team members to grow and succeed. Key responsibilities include:

• Managing and developing a team of customer service representatives.
• Setting performance goals, tracking KPIs, and coaching staff to achieve results.
• Handling escalated customer issues with professionalism and empathy.
• Collaborating with cross-functional teams (Sales, Operations, IT) to resolve challenges and improve the customer experience.
• Analyzing service metrics and implementing strategies to increase efficiency and satisfaction.
• Driving initiatives that enhance customer loyalty, retention, and service excellence.

• Bachelor’s degree in Business Administration, Communications, or related field (preferred).
• 3–5 years of experience in customer service, including at least 2 years in a supervisory or managerial role.
• Strong leadership and team management skills with the ability to coach and develop staff.
• Excellent communication, problem-solving, and conflict-resolution abilities.
• Proficiency with CRM systems, call center software, and Microsoft Office Suite.
• Strong analytical skills with experience monitoring KPIs and generating performance reports.
• Ability to remain calm and professional in high-pressure situations.

• Competitive hourly pay or salary with performance incentives.
• Comprehensive benefits package (health, dental, vision, etc.).
• Paid time off, holidays, and flexible scheduling options.
• Opportunities for career advancement and professional growth.
• Remote work opportunities (where applicable).
• A collaborative, inclusive, and supportive work culture.

• Executes retail operations plan to achieve daily, monthly, quarterly, and yearly goals for profit, revenue, and production for a Retail Store location.
• Makes decisions on matters relating to the day-to-day retail operation within his/her defined work area.
• Conducts new goods inventory and ensures proper reporting.
• Reconciles and balances all daily paperwork.
• Ensures Team Members deliver excellent customer service to donors and customers.
• Works to de-escalate customer situations while finding an appropriate solution; involves upper management, as needed.
• Maintains the day-to-day operations of the store including managing and meeting Team Member and customer needs.
• Ensures store locations are clean, well-kept, and reflect the Goodwill brand appropriately.
• Transfers to different stores at any given time due to business needs.
• Oversees and maintains the day-to-day operations of the sales floor including daily maintenance, custodial duties, and floor standards.
• Provides regular mentoring and training to develop skills of Retail Sales Associates; ensures that Team Members are operating per company standards and procedures.
• Ensures that the store complies with all policies and procedures relating to Security, Health, and Safety, coordinating with various Goodwill divisions, as needed; influences any changes necessary to meet statutory requirements, ensuring minimum risk to Team Members and the business.
• May perform tasks such as dropping off the bank deposit, helping at other stores, and attending personal training and development classes, as needed.
• Processes complex sales transactions, including customer returns.
• Collaborates with store leadership to establish clear company vision and ensure Team Member engagement.
• Responsible for performance management (coaching, discipline, performance improvement plans, and annual reviews), staffing, compensation, and development of Team Members.
• Provides regular mentoring, training, and coaching to develop skills of Team Members.
• Plays critical role in driving company culture change efforts and change management processes.
• Models Goodwill Core Values - Trust, Collaboration, Engagement, Ownership, and Innovation.
• Performs other related duties, as assigned.

• High School Diploma, GED, or equivalent work experience
• One-year work experience in Retail Management, preferred
• One-year customer service experience required
• Proficient in Microsoft Office Suite
• Ability to pass a background check and drug screen, where applicable for position
• Ability to speak and read English proficiently

• 5 Medical Plans
• Employer Funded Health Reimbursement Account (HRA)
• 3 Dental Plans
• Vision Plan
• 401K
• Employer Paid Life Insurance
• Employee Assistance Program (EAP)
• Paid Time Off; Sick and Vacation
• Paid Holidays
• These are just a few highlights of our key benefit offerings!

• Executes retail operations plan to achieve daily, monthly, quarterly, and yearly goals for profit, revenue, and production for a Retail Store location.
• Makes decisions on matters relating to the day-to-day retail operation within his/her defined work area.
• Conducts new goods inventory and ensures proper reporting.
• Reconciles and balances all daily paperwork.
• Ensures Team Members deliver excellent customer service to donors and customers.
• Works to de-escalate customer situations while finding an appropriate solution; involves upper management, as needed.
• Maintains the day-to-day operations of the store including managing and meeting Team Member and customer needs.
• Ensures store locations are clean, well-kept, and reflect the Goodwill brand appropriately.
• Transfers to different stores at any given time due to business needs.
• Oversees and maintains the day-to-day operations of the sales floor including daily maintenance, custodial duties, and floor standards.
• Provides regular mentoring and training to develop skills of Retail Sales Associates; ensures that Team Members are operating per company standards and procedures.
• Ensures that the store complies with all policies and procedures relating to Security, Health, and Safety, coordinating with various Goodwill divisions, as needed; influences any changes necessary to meet statutory requirements, ensuring minimum risk to Team Members and the business.
• May perform tasks such as dropping off the bank deposit, helping at other stores, and attending personal training and development classes, as needed.
• Processes complex sales transactions, including customer returns.
• Collaborates with store leadership to establish clear company vision and ensure Team Member engagement.
• Responsible for performance management (coaching, discipline, performance improvement plans, and annual reviews), staffing, compensation, and development of Team Members.
• Provides regular mentoring, training, and coaching to develop skills of Team Members.
• Plays critical role in driving company culture change efforts and change management processes.
• Models Goodwill Core Values - Trust, Collaboration, Engagement, Ownership, and Innovation.
• Performs other related duties, as assigned.

• High School Diploma, GED, or equivalent work experience
• One-year work experience in Retail Management, preferred
• One-year customer service experience required
• Proficient in Microsoft Office Suite
• Ability to pass a background check and drug screen, where applicable for position
• Ability to speak and read English proficiently

• 5 Medical Plans
• Employer Funded Health Reimbursement Account (HRA)
• 3 Dental Plans
• Vision Plan
• 401K
• Employer Paid Life Insurance
• Employee Assistance Program (EAP)
• Paid Time Off; Sick and Vacation
• Paid Holidays
• These are just a few highlights of our key benefit offerings!

• Oversee the daily Operations of the Customer Service departments including Front End, Online Pick-up and Cash Office
• Ensure departments meet or exceed sales and profit targets
• Maintain high standards of sanitation and safety, ensuring compliance with all regulations
• Accountable for leading the recruitment, hiring and new hire orientation, while maintaining a high level of talent within the department

• Direct, oversee, and evaluate the training completion of all Customer Service department team members
• Monitor and evaluate associate performance and ensure associates have development plans to support professional growth
• Foster a culture of diversity and inclusion within the team
• Engage and retain associates by fostering a positive work environment

• Manage labor relations to ensure compliance with company policies and labor laws
• Address and resolve employee issues and grievances in a timely and effective manner

• Cultivate a culture of excellence in customer service, providing best-in-class service
• Ensure customers experience a well-stocked store with the freshest product offerings
• Support team members in their training to consistently deliver exceptional customer service

• Monitor and analyze key performance metrics related to customer service and sales
• Identify opportunities for process optimization and implement solutions to enhance operational performance
• Manage departmental budgets, expenses, and financial targets to achieve profitability goals

• Ensure all departments comply with company policies and regulatory requirements
• Conduct regular safety audits and training sessions
• Maintain a clean and safe working environment for all associates

• Actively engage with the local community to understand their needs
• Develop and maintain positive relationships with community organizations, schools, and other stakeholders
• Coordinate and participate in community events, outreach programs, and charitable initiatives to support our mission of making a positive impact

• 1-3 years of supervisory or leadership experience, preferably in retail grocery with knowledge of Customer Service departments including Front End, Online Pick-up and Cash Office
• Bachelor's degree in Business Administration, Retail Management, or related field (preferred) or equivalent years of work experience
• Highly motivated, results-oriented, and a self-starter with a proven track record of success
• Strong ability to influence and communicate effectively across different functions
• Excellent multitasking skills, with the ability to prioritize and manage multiple responsibilities simultaneously
• Demonstrated leadership and management skills, inspiring and guiding teams to achieve goals
• Exceptional written and verbal communication skills, with the ability to effectively interact with customers, team members, and stakeholders
• High level of customer service skills, with a genuine passion for exceeding customer expectations
• Creative and strategic thinking abilities to drive innovation and continuous improvement
• Effective organizational and time management skills to ensure efficient operations
• Ability to work flexible hours, including weekends and holidays

• Culture committed to celebrating diverse backgrounds and experiences
• Comprehensive benefits
• Opportunities for professional development and career growth
• Associate discounts
• Team of associates dedicated to serving our local customers and supporting our communities

At Pluck'd , we're building a massive, state-of-the-art, 65-acre greenhouse in Carroll County, Virginia - a facility designed to revolutionize how fresh produce is grown and delivered. While our first tomatoes won't roll off the vine until 2026, we need a Customer Service Manager now to help build the systems and processes that will set our customer experience apart from day one.

This role is critical to ensuring seamless order management, proactive client communication, and efficient use of our NetSuite ERP system to deliver transparency and accuracy across our supply chain. You'll lead the customer service function, manage a small team, and collaborate closely with our sales, logistics, and production teams to ensure every customer interaction reflects the quality and care behind every Pluck'd tomato.

Key Responsibilities:

Customer Relationship Management

• Serve as the primary point of contact for customer inquiries, providing timely, accurate, and professional support.

• Build and maintain strong relationships with retail, wholesale, and distribution clients.

• Resolve complaints and concerns quickly with a customer-first mindset and focus on long-term client satisfaction.

Order Fulfillment & ERP Oversight

• Oversee end-to-end order processing in NetSuite, including EDI order entry, tracking, adjustments, and billing.

• Monitor fulfillment timelines, inventory accuracy, and shipping schedules in coordination with farm and logistics teams.

• Use NetSuite dashboards and reports to provide real-time visibility to customers and internal teams.

Team Leadership:

• Lead, train, and mentor the customer service team to meet KPIs and deliver exceptional performance.

• Establish best practices in customer service, emphasizing accuracy, consistency, and empathy.

Process Improvement & Reporting:

• Identify opportunities to streamline order management workflows and communication processes.

• Generate and analyze reports to monitor service levels, order accuracy, and customer feedback trends.

• Partner cross-functionally with sales, production, and IT teams to address systemic issues and drive continuous improvement.

Qualifications & Skills:

Must-Have:

• 5+ years of customer service experience, with at least 2 years in a management or supervisory role.

• Advanced proficiency in NetSuite (CRM, order management, and inventory modules required).

• Strong organizational, communication, and interpersonal skills.

• Data-driven mindset with the ability to interpret and act on ERP insights.

• Ability to thrive in a fast-paced, seasonal business environment.

Preferred (but not required):

• Experience in fresh produce, agriculture, food distribution, or other perishable goods industries.

• Bilingual in English/Spanish.

• Familiarity with produce industry compliance standards (e.g., PTI, FSMA).

• Experience with transportation logistics and cold chain management.

Why Join Pluck'd:

Pluck'd is on a mission to grow produce differently - smarter, fresher, and more sustainably. Joining now means you'll help shape a company that values innovation and exceptional service from the very start.

Here's what you can look forward to:

• Competitive pay and performance-based incentive programs

• Paid Time Off (PTO) and Paid Sick Leave

• Health, Dental & Vision Insurance Options

• Parental Leave (maternity & paternity)

• Overtime Pay where applicable

• Uniforms provided and cleaned at no cost

• A culture built around safety, respect, and growth for every team member

• The excitement of helping launch one of the region's most advanced greenhouse facilities

Eligibility for certain benefits may vary based on role and employment status.

Equal Opportunity Employer

We celebrate diversity, creativity, and fresh ideas. All qualified applicants are encouraged to apply, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, or any other protected status.

• Oversee the daily Operations of the Customer Service departments including Front End, Online Pick-up and Cash Office
• Ensure departments meet or exceed sales and profit targets
• Maintain high standards of sanitation and safety, ensuring compliance with all regulations
• Accountable for leading the recruitment, hiring and new hire orientation, while maintaining a high level of talent within the department

• Direct, oversee, and evaluate the training completion of all Customer Service department team members
• Monitor and evaluate associate performance and ensure associates have development plans to support professional growth
• Foster a culture of diversity and inclusion within the team
• Engage and retain associates by fostering a positive work environment

• Manage labor relations to ensure compliance with company policies and labor laws
• Address and resolve employee issues and grievances in a timely and effective manner

• Cultivate a culture of excellence in customer service, providing best-in-class service
• Ensure customers experience a well-stocked store with the freshest product offerings
• Support team members in their training to consistently deliver exceptional customer service

• Monitor and analyze key performance metrics related to customer service and sales
• Identify opportunities for process optimization and implement solutions to enhance operational performance
• Manage departmental budgets, expenses, and financial targets to achieve profitability goals

• Ensure all departments comply with company policies and regulatory requirements
• Conduct regular safety audits and training sessions
• Maintain a clean and safe working environment for all associates

• Actively engage with the local community to understand their needs
• Develop and maintain positive relationships with community organizations, schools, and other stakeholders
• Coordinate and participate in community events, outreach programs, and charitable initiatives to support our mission of making a positive impact

• 1-3 years of supervisory or leadership experience, preferably in retail grocery with knowledge of Customer Service departments including Front End, Online Pick-up and Cash Office
• Bachelor's degree in Business Administration, Retail Management, or related field (preferred) or equivalent years of work experience
• Highly motivated, results-oriented, and a self-starter with a proven track record of success
• Strong ability to influence and communicate effectively across different functions
• Excellent multitasking skills, with the ability to prioritize and manage multiple responsibilities simultaneously
• Demonstrated leadership and management skills, inspiring and guiding teams to achieve goals
• Exceptional written and verbal communication skills, with the ability to effectively interact with customers, team members, and stakeholders
• High level of customer service skills, with a genuine passion for exceeding customer expectations
• Creative and strategic thinking abilities to drive innovation and continuous improvement
• Effective organizational and time management skills to ensure efficient operations
• Ability to work flexible hours, including weekends and holidays

• Culture committed to celebrating diverse backgrounds and experiences
• Comprehensive benefits
• Opportunities for professional development and career growth
• Associate discounts
• Team of associates dedicated to serving our local customers and supporting our communities

• Oversee the daily Operations of the Customer Service departments including Front End, Online Pick-up and Cash Office
• Ensure departments meet or exceed sales and profit targets
• Maintain high standards of sanitation and safety, ensuring compliance with all regulations
• Accountable for leading the recruitment, hiring and new hire orientation, while maintaining a high level of talent within the department

• Direct, oversee, and evaluate the training completion of all Customer Service department team members
• Monitor and evaluate associate performance and ensure associates have development plans to support professional growth
• Foster a culture of diversity and inclusion within the team
• Engage and retain associates by fostering a positive work environment

• Manage labor relations to ensure compliance with company policies and labor laws
• Address and resolve employee issues and grievances in a timely and effective manner

• Cultivate a culture of excellence in customer service, providing best-in-class service
• Ensure customers experience a well-stocked store with the freshest product offerings
• Support team members in their training to consistently deliver exceptional customer service

• Monitor and analyze key performance metrics related to customer service and sales
• Identify opportunities for process optimization and implement solutions to enhance operational performance
• Manage departmental budgets, expenses, and financial targets to achieve profitability goals

• Ensure all departments comply with company policies and regulatory requirements
• Conduct regular safety audits and training sessions
• Maintain a clean and safe working environment for all associates

• Actively engage with the local community to understand their needs
• Develop and maintain positive relationships with community organizations, schools, and other stakeholders
• Coordinate and participate in community events, outreach programs, and charitable initiatives to support our mission of making a positive impact

• 1-3 years of supervisory or leadership experience, preferably in retail grocery with knowledge of Customer Service departments including Front End, Online Pick-up and Cash Office
• Bachelor's degree in Business Administration, Retail Management, or related field (preferred) or equivalent years of work experience
• Highly motivated, results-oriented, and a self-starter with a proven track record of success
• Strong ability to influence and communicate effectively across different functions
• Excellent multitasking skills, with the ability to prioritize and manage multiple responsibilities simultaneously
• Demonstrated leadership and management skills, inspiring and guiding teams to achieve goals
• Exceptional written and verbal communication skills, with the ability to effectively interact with customers, team members, and stakeholders
• High level of customer service skills, with a genuine passion for exceeding customer expectations
• Creative and strategic thinking abilities to drive innovation and continuous improvement
• Effective organizational and time management skills to ensure efficient operations
• Ability to work flexible hours, including weekends and holidays

• Culture committed to celebrating diverse backgrounds and experiences
• Comprehensive benefits
• Opportunities for professional development and career growth
• Associate discounts
• Team of associates dedicated to serving our local customers and supporting our communities

• Oversee the daily Operations of the Customer Service departments including Front End, Online Pick-up and Cash Office
• Ensure departments meet or exceed sales and profit targets
• Maintain high standards of sanitation and safety, ensuring compliance with all regulations
• Accountable for leading the recruitment, hiring and new hire orientation, while maintaining a high level of talent within the department

• Direct, oversee, and evaluate the training completion of all Customer Service department team members
• Monitor and evaluate associate performance and ensure associates have development plans to support professional growth
• Foster a culture of diversity and inclusion within the team
• Engage and retain associates by fostering a positive work environment

• Manage labor relations to ensure compliance with company policies and labor laws
• Address and resolve employee issues and grievances in a timely and effective manner

• Cultivate a culture of excellence in customer service, providing best-in-class service
• Ensure customers experience a well-stocked store with the freshest product offerings
• Support team members in their training to consistently deliver exceptional customer service

• Monitor and analyze key performance metrics related to customer service and sales
• Identify opportunities for process optimization and implement solutions to enhance operational performance
• Manage departmental budgets, expenses, and financial targets to achieve profitability goals

• Ensure all departments comply with company policies and regulatory requirements
• Conduct regular safety audits and training sessions
• Maintain a clean and safe working environment for all associates

• Actively engage with the local community to understand their needs
• Develop and maintain positive relationships with community organizations, schools, and other stakeholders
• Coordinate and participate in community events, outreach programs, and charitable initiatives to support our mission of making a positive impact

• 1-3 years of supervisory or leadership experience, preferably in retail grocery with knowledge of Customer Service departments including Front End, Online Pick-up and Cash Office
• Bachelor's degree in Business Administration, Retail Management, or related field (preferred) or equivalent years of work experience
• Highly motivated, results-oriented, and a self-starter with a proven track record of success
• Strong ability to influence and communicate effectively across different functions
• Excellent multitasking skills, with the ability to prioritize and manage multiple responsibilities simultaneously
• Demonstrated leadership and management skills, inspiring and guiding teams to achieve goals
• Exceptional written and verbal communication skills, with the ability to effectively interact with customers, team members, and stakeholders
• High level of customer service skills, with a genuine passion for exceeding customer expectations
• Creative and strategic thinking abilities to drive innovation and continuous improvement
• Effective organizational and time management skills to ensure efficient operations
• Ability to work flexible hours, including weekends and holidays

• Culture committed to celebrating diverse backgrounds and experiences
• Comprehensive benefits
• Opportunities for professional development and career growth
• Associate discounts
• Team of associates dedicated to serving our local customers and supporting our communities

Astral a division of The Wilbert Group

Astral Industries: Astral Industries is a premier manufacturer of high-quality steel burial caskets, offering a diverse range of products including metal, solid wood, engineered wood, veneer wood, and cremation caskets. The division is unique in its ability to purchase raw steel coils and produce finished powder-coated caskets within a single facility. Astral's manufacturing capabilities include electro-mechanical assembly, fabrication, sheet metal forming, stamping, structural welding, and automated powder coating. The company utilizes advanced processes such as a 6-stage pre-treatment for protective coatings and fully automated powder coat lines capable of handling large parts. These capabilities ensure that Astral Industries delivers best-in-class products with exceptional consistency and quality.

Position Overview:

We are seeking a proactive and analytical Customer Service Manager to lead our customer service team and elevate service resolution processes across two locations (Astral & Broadview). This role will focus on delivering timely and effective customer issue resolution while building a strong foundation for performance tracking, root cause analysis, and customer satisfaction (CSAT) measurement. The successful candidate will foster close collaboration with the plant teams, ensuring seamless communication and swift action on customer needs and product availability, ultimately ensuring a positive customer experience and operational efficiency. Travel between the Astral (Lynn, IN) and Broadview (Broadview, IL) locations is required to support cross-site leadership and consistency.

Key Responsibilities:

• Team Leadership & Development
• Manage, coach, and develop the customer service team to consistently meet and exceed service-level targets.
• Conduct regular one-on-one meetings, performance reviews, and development plans to promote accountability and growth.
• Provide ongoing training to enhance communication skills, product knowledge, and system proficiency.
• Monitor team performance, customer interactions, and service data to provide actionable feedback.
• Handle complicated day-to-day operations of customer support channels (phone, email, etc.) to ensure accurate, timely issue resolution.
• Ensure customer concerns, complaints, and inquiries are resolved efficiently, with a focus on first-contact resolution.
• Collaborate closely with plant teams to ensure product availability, resolve supply chain issues, and manage customer expectations effectively.
• Establish a strong working relationship with plant management to ensure customer requirements are met in a timely manner.
• Work cross-functionally to improve the product fulfillment process, actively contributing to initiatives that improve customer satisfaction, minimize delays, and optimize service delivery.
• Handle more complicated customer service issues that cannot be resolved by front-line customer service representatives, ensuring timely and satisfactory resolution.
• Assess and determine, in more complex situations, if customer credits will be issued based on company return policies and the return form, ensuring adherence to company guidelines while maintaining customer satisfaction.

Minimum Requirements:

• At least 5 years of experience in customer service, including a minimum of 2 years in a supervisory or managerial role.
• Demonstrated ability to lead and develop high-performing customer service teams.
• Strong communication and interpersonal skills with the ability to collaborate across departments.
• Proficient in customer service systems and CRM tools
• Advanced proficiency in Microsoft Excel, including the ability to analyze raw data, create pivot tables, build dashboards, and visualize trends through charts and graphs.
• Ability to travel regularly between Astral and Broadview locations.
• Strong organizational and time-management skills, with a proven ability to manage multiple priorities.
• Experience resolving customer escalations and applying policy-based judgment for credit or return decisions.
• Experience collaborating with supply chain or operations teams to resolve product availability or fulfillment issues.

Preferred Requirements:

• Bachelor’s degree in business administration, Communications, Supply Chain Management, or a related field.
• Experience working in a manufacturing, production, or plant-based environment.
• Previous responsibility for multi-site operations or cross-location team leadership.
• Familiarity with performance tracking tools, root cause analysis, CSAT measurement and call management systems
• Training in conflict resolution, customer satisfaction strategy, or continuous improvement methodologies (e.g., Six Sigma, Lean).