Customer Service Manager

Great Day Improvements Manufacturing (Macedonia, OH) - Customer Success Manager

The Customer Success Manager (CSM) is the voice of the division and a champion for customer success. This role is responsible for fostering a customer-centric culture, ensuring exceptional service experience, and driving long-term customer loyalty. The CSM and their team must be committed to creating customers for life by delivering high-quality service, proactive solutions, and seamless experiences.

Pay range: $54,000.00 - $60,000.00 per year

• Champion a consumer-centric mindset by ensuring that every interaction with customers reinforces trust, reliability, and long-term partnership.
• Drive referability by consistently exceeding customer expectations, ensuring that every customer is willing to recommend our products and services.
• Lead with a customer-first approach, providing technical oversight, decision-making, and problem-solving to ensure superior service delivery.
• Act as the primary advocate for customer success, collaborating with cross-functional teams to anticipate customer needs, eliminate friction points, and enhance service experiences.
• Identify and leverage market trends and emerging technologies to enhance service quality, deepen customer relationships, and drive revenue growth.
• Serve as an escalation point for complex customer issues, ensuring swift resolution through cross-functional collaboration.
• Train and guide customers on order management using the ERP system (F&O), fostering self-sufficiency and confidence in our processes.
• Partner with key internal departments (Accounts Receivable, Logistics, Transportation, and Shipping) to optimize on-time order fulfillment and overall customer satisfaction.
• Monitor and manage back orders daily, ensuring timely processing and proactive communication with customers.
• Continuously seek opportunities for process improvements and innovation in service delivery, ensuring efficiency and effectiveness in operations.
• Develop and mentor the Customer Service Team, ensuring they embody a customer-first mindset and are equipped with the skills to build lasting relationships.
• Foster a culture of accountability, growth, and high performance through regular performance evaluations, feedback, and coaching.
• Proactively seek feedback from customers to refine processes and enhance service quality.
• Implement best practices to eliminate errors, enhance efficiency, and streamline operations to better serve customers.
• Recruit, onboard, train, and recognize employees, ensuring they are engaged and aligned with the organization’s vision of customer success.
• Represent the division in internal management meetings, advocating customer needs and aligning service strategies with corporate objectives.
• Other duties as assigned.
• Proven ability to drive a customer-first culture, ensuring customer satisfaction and long-term loyalty.
• Strategic mindset with a passion for creating customers for life through proactive service and relationship-building.
• Excellent communication and interpersonal skills, fostering positive and effective customer interactions.
• Strong analytical and problem-solving skills, leveraging data to drive customer service innovations and improvements.
• Ability to maintain composure under pressure, handling customer challenges with confidence and professionalism.
• Proficiency in Microsoft Office Suite and ERP systems for order management and reporting.
• Leadership and accountability, with the ability to inspire a team and hold individuals responsible for achieving customer-focused goals.
• Experience with financial budgeting and reporting, ensuring efficient resource allocation to support customer success.
•  

• Bachelor’s degree in Business Management, Manufacturing, or a related field.
• Five (5) or more years of customer service experience, with increasing leadership responsibilities.
• Experience in a manufacturing environment is preferred.
• Lean Six Sigma certification is a plus.

GDI is an Equal Employment Opportunity Employer

#INDGDIM