Customer Services Manager
Contract Type:
Location:
HIALEAH - FL
Industry:
Date Published:
01-Sep-2026
Customer Service Manager
FLSA Classification
Exempt
Salary Grade/Level/Family/Range
[Insert applicable information]
Reports to
Vice President General Affairs & HR
Date
08/19/2026
Job Description
Summary/objective
The Customer Service Manager is responsible for leading and managing the Customer Service Department to ensure the delivery of exceptional service and support to customers throughout the order fulfillment process. This position oversees daily customer service operations, team performance, customer communications, order management, issue resolution, and coordination with internal departments.
In a manufacturing environment, the Customer Service Manager serves as a key liaison between customers and internal teams, including Sales, Production, Planning, Warehouse, Shipping, Quality, and Accounting. The position is responsible for ensuring accurate order processing, timely communication, effective resolution of customer concerns, and continuous improvement of customer service processes.
The Customer Service Manager provides leadership, coaching, and direction to the Customer Service team while establishing performance expectations, monitoring key service metrics, and promoting a professional, customer-focused, and collaborative work environment.
Essential functions
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
Supervise a team of high-functioning associates who make calls and respond to emails.
QA your associates call and provide weekly coaching.
Share performance insights weekly with your manager
Oversee the training of new team members
Set the tone for the rest of your team, contributing to a professional, friendly, fun and positive office culture
Communicates policy updates and company information through team meetings and one-on-one development sessions
Documents all coaching/development sessions in appropriate client database in a timely manner
Interacts with cross-functional support groups to manage day-to-day operations
Generate monthly credit report.
Support daily operations by assisting with credits, debits, and returns as required.
File and submit claims with carriers when necessary.
Handle escalated calls from dissatisfied customers, utilizing problem-solving and conflict-resolution skills to achieve effective resolutions.
Other similar and/or related duties as assigned to business needs.
Competencies
Strong leadership, coaching, and people management skills.
Excellent verbal and written communication skills.
Strong customer relationship and conflict resolution abilities.
Knowledge of order management and customer service processes within a manufacturing or distribution environment.
Strong organizational and time-management skills with the ability to manage multiple priorities.
Excellent problem-solving, analytical, and decision-making skills.
Ability to work effectively with cross-functional teams.
Strong attention to detail and commitment to accuracy.
Ability to identify process inefficiencies and implement practical improvements.
Proficiency in Microsoft Office, including Excel, Word, and Outlook.
Experience working with ERP, CRM, order management, or customer service systems.
Ability to work effectively in a fast-paced manufacturing environment.
Strong sense of ownership, accountability, and customer focus.
Supervisory responsibilities
This position is responsible for the direct supervision, development, performance management, and daily direction of the Customer Service team.
Responsibilities include assigning and monitoring workloads, establishing performance expectations, conducting coaching and performance discussions, supporting employee development, identifying training needs, and ensuring the team consistently meets departmental and company objectives.
Work environment- Fast paced.
This position operates in a professional office environment within a manufacturing facility and requires regular interaction with multiple departments, including Sales, Production, Planning, Quality, Warehouse, Shipping, and Accounting.
The work environment is fast-paced and requires the ability to manage multiple priorities, changing customer requirements, production schedules, and operational demands.
Physical demands
The physical demands described here are representative of those that may be required to successfully perform the essential functions of this position.
This position primarily involves office-based work, including extended periods of sitting, using a computer, communicating by telephone, and participating in meetings. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.
Required education and experience.
Bachelor’s degree in business administration, Supply Chain, Operations, Communications, or a related field preferred
Minimum of five years of progressively responsible customer service, order management, account support, or related experience.
Minimum of two to three years of supervisory or management experience.
Experience working in a manufacturing, distribution, or production environment strongly preferred.
Experience managing customer orders, delivery requirements, product availability, and customer escalations.
Experience working with ERP and/or CRM systems.
Advanced organizational, communication, and problem-solving skills.
Proficiency in Microsoft Office, particularly Excel, Word, and Outlook.
Preferred education and experience
Experience within the manufacturing, consumer products, food, pharmaceutical, nutraceutical, or related industry.
Experience working with production planning, inventory availability, order fulfillment, and supply chain processes.
Bilingual communication skills in English and Spanish preferred.
Experience implementing customer service process improvements or performance metrics.
Additional eligibility requirements
Work authorization/security clearance requirements
Must be legally authorized to work in the United States.
Affirmative Action/EEO statement
Other duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Signatures
This job description has been approved by:
Manager______________________________________ Date ________________
HR Dept__________________________________________ Date _________________
Employee signature below indicates the employee's understanding of the requirements, essential functions and duties of the position.
Employee Name Printed_________________________________ Date__________________
Employee Signature_____________________________________
The JobSquad Solutions Team is currently looking for a Customer Service Manager to work at a company located in the Hialeah, FL area!
Job Title: Customer Service Manager
Job Location: Hialeah, FL 33014
Pay and Hours for Job + Benefits: $52K per year
Job Description:
The Customer Service Manager is responsible for leading and managing the Customer Service Department to ensure the delivery of exceptional service and support to customers throughout the order fulfillment process. This position oversees daily customer service operations, team performance, customer communications, order management, issue resolution, and coordination with internal departments.
In a manufacturing environment, the Customer Service Manager serves as a key liaison between customers and internal teams, including Sales, Production, Planning, Warehouse, Shipping, Quality, and Accounting. The position is responsible for ensuring accurate order processing, timely communication, effective resolution of customer concerns, and continuous improvement of customer service processes.
The Customer Service Manager provides leadership, coaching, and direction to the Customer Service team while establishing performance expectations, monitoring key service metrics, and promoting a professional, customer-focused, and collaborative work environment.
Essential functions
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
Supervise a team of high-functioning associates who make calls and respond to emails.
QA your associates call and provide weekly coaching.
Share performance insights weekly with your manager
Oversee the training of new team members
Set the tone for the rest of your team, contributing to a professional, friendly, fun and positive office culture
Communicates policy updates and company information through team meetings and one-on-one development sessions
Documents all coaching/development sessions in appropriate client database in a timely manner
Interacts with cross-functional support groups to manage day-to-day operations
Generate monthly credit report.
Support daily operations by assisting with credits, debits, and returns as required.
File and submit claims with carriers when necessary.
Handle escalated calls from dissatisfied customers, utilizing problem-solving and conflict-resolution skills to achieve effective resolutions.
Competencies
Strong leadership, coaching, and people management skills.
Excellent verbal and written communication skills.
Strong customer relationship and conflict resolution abilities.
Knowledge of order management and customer service processes within a manufacturing or distribution environment.
Strong organizational and time-management skills with the ability to manage multiple priorities.
Proficiency in Microsoft Office, including Excel, Word, and Outlook.
Experience working with ERP, CRM, order management, or customer service systems.
Ability to work effectively in a fast-paced manufacturing environment.
Strong sense of ownership, accountability, and customer focus.
Required education and experience:
Bachelor’s degree in business administration, Supply Chain, Operations, Communications, or a related field preferred
Minimum of five years of progressively responsible customer service, order management, account support, or related experience.
Minimum of two to three years of supervisory or management experience.
Experience working in a manufacturing, distribution, or production environment strongly preferred.
Experience managing customer orders, delivery requirements, product availability, and customer escalations.
Experience working with ERP and/or CRM systems.
Advanced organizational, communication, and problem-solving skills.
Proficiency in Microsoft Office, particularly Excel, Word, and Outlook.
Preferred education and experience
Experience within the manufacturing, consumer products, food, pharmaceutical, nutraceutical, or related industry.
Experience working with production planning, inventory availability, order fulfillment, and supply chain processes.
Bilingual communication skills in English and Spanish preferred.
The JobSquad Solutions Team is made up of experts around the country. Serving our local workforce communities is our passion.
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