Senior Customer Service Manager

Job description

Job DetailsLevel: ManagementJob Location: OH Twinsburg - Twinsburg, OH 44087The Senior Customer Service Manager is responsible for leading and optimizing the customer service department to ensure exceptional service delivery and customer satisfaction across all customer segments. They collaborate closely with sales, production, logistics, and quality assurance teams to ensure that customer needs are met efficiently, accurately, and in alignment with company standards. This role operates with accountability for customer service strategy, team leadership, and cross-functional influence across operations and commercial teams. Key Responsibilities: Strategic Leadership & Ownership: Own the end-to-end customer service strategy, aligned with business, operational, and revenue goals. Translate customer and operational insights into service strategy, priorities, and roadmaps. Act as a senior escalation point for high-risk, high-value, or strategic customers. Team Leadership and Development: Lead, train, and mentor customer service representatives, leads and supervisors to ensure high performance. Set service standards and ensure the team meets or exceeds targets. Foster a customer-focused...