Customer Service Manager Job at Addison Group, Apex, NC

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  • Addison Group
  • Apex, NC

Job Description

Job Title: Customer Service Manager

Location: Apex, NC (Fully Onsite)

Salary: $85,000–$100,000 base salary

Benefits: Eligible for Dental, Vision, Medical, 401(k)

About the Role

This Customer Service Manager role is a highly visible, customer-facing position supporting active customers in a fast-paced manufacturing environment. You will manage end-to-end order processing, proactively communicate with customers regarding order status, delays, and logistics, and serve as a trusted point of contact for ongoing client needs.

Must-Have Qualifications

  • 3–5 years of true customer service management experience.
  • Experience in manufacturing or a similar operational environment (no retail or call center backgrounds)
  • High school diploma or equivalent required; Bachelor’s preferred (or equivalent experience)
  • Proficiency in SAP , Microsoft Office, Excel, and other web-based systems
  • Demonstrated experience in order entry and diffusing customer complaints

Soft Skills & Leadership Traits

  • Customer-centric and service-oriented mindset
  • Thick skin; able to handle difficult conversations professionally
  • Strong problem-solving and conflict resolution skills
  • Proactive, forward-facing, and solutions-focused
  • Confident communicator with the ability to build strong customer relationships
  • Adaptable, resilient, and able to thrive in a fast-paced environment
  • Strong ownership and accountability for outcomes

Key Responsibilities

  • Input, manage, and review customer orders for accuracy and readiness for shipment
  • Proactively communicate with customers regarding delays, changes, or issues
  • Direct customer interaction on a daily basis
  • Previous experience managing or mentoring staff (will have 2 direct reports)
  • Coordinate deliveries and ensure customer carriers are prepared
  • Maintain and manage repeat customer relationships
  • Handle inquiries, complaints, and escalations professionally
  • Generate and maintain order, billing, and service-level reports
  • Perform daily billing and process debits/credits as needed
  • Maintain customer pricing files
  • Coordinate warehouse pickups with customers, sales, and third-party warehouses
  • Lead and manage Customer Service functions and staff (for managerial role)
  • Optimize processes to achieve KPIs and maintain accurate SAP master data
  • Evaluate vendor/3PL partner performance and resolve quality or logistics issues

Job Tags

Work at office,

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