Customer Service Manager

Summary

The Customer Service Manager II leads the Customer Operations teams supporting order management, case resolution, and customer service for commercial and strategic accounts. Accountable for service performance metrics, including SLA compliance, backlog health, quality, customer satisfaction, coverage, and escalations. Builds and develops high-performing teams while collaborating across the business to resolve issues, improve processes, protect customer commitments, and enhance the overall customer experience.

Essential Duties

·          Lead daily operations, including forecasting capacity, prioritizing work, managing team coverage, and ensuring timely, accurate customer responses.

·         Own key performance metrics, including SLA compliance, backlog aging, CSAT, first-contact resolution, and case/order accuracy.

·         Serve as the senior escalation point for customer service issues and operational risks related to order status, pricing, freight, billing, and delivery.

·         Coach and develop team members through regular one-on-one meetings, quality reviews, ongoing feedback, and performance improvement plans.

Primary Duties

·         Monitor queue health, staffing levels, schedule adherence, and team capacity to proactively identify and mitigate service risks.

·         Recruit, onboard, train, develop, and cross-train team members to build a high-performing and flexible support organization.

·         Lead quality audits, conduct root-cause analysis, and implement corrective actions to drive continuous improvement.

·         Utilize CRM and ERP data to track performance metrics, maintain operational scorecards, and identify trends.

·         Partner closely with Sales, Operations, Supply Chain, Finance, Quality, and Product teams to resolve customer-impacting issues.

·         Strengthen the voice-of-customer feedback loop by translating customer insights into actionable improvements.

·         Drive process optimization initiatives that enhance efficiency, service quality, and overall customer experience.

Essential Qualifications

·         Bachelor’s degree or equivalent combination of education and relevant professional experience.

·         Five or more years of experience in customer service, order management, account operations, or customer support.

·         Three or more years of experience leading, coaching, and developing teams.

·         Experience managing a measurable service operation within a B2B, industrial, technology, manufacturing, or distribution environment.

·         Demonstrated success in coaching and developing employees to achieve performance and service goals.

·         Proven ability to manage and resolve strategic account escalations while maintaining strong customer relationships.

·         Strong data analysis and reporting skills, with the ability to drive decisions through metrics and insights.

·         Experience with capacity planning, workload forecasting, and resource optimization.

·         Track record of leading cross-functional initiatives and process improvement efforts across multiple business functions.

Preferred Qualifications

·         Experience leading multi-site or regional customer operations teams in complex, customer-facing environments.

·         Proven ability to support products with complex configurations, pricing structures, or strategic account requirements.

·         Hands-on experience with Salesforce, Oracle, or comparable CRM and ERP platforms.

·         Strong analytical and reporting capabilities, with experience leveraging data to drive operational decisions and performance improvements.

·         Lean, Six Sigma, project management, or change management experience preferred.

·         Demonstrated ability to lead process improvement initiatives and manage organizational change effectively.

Work Environment

Employee works primarily in an office environment, within a well-ventilated area, and is exposed to moderate noise levels. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Requirements

·         Compliance with all relevant HID Global policies and procedures related to Quality, Security, Safety, Business Continuity, and Environmental systems. Travel and fieldwork, including international travel, may be required. Must be legally eligible to work in the country in which hired.

Immigration Sponsorship Not Available

·         Must be currently and legally authorized to reside and work in the hiring country. HID Global will not offer immigration sponsorship or assume sponsorship of an employment visa for this position. International relocation or remote work arrangements outside the hiring country will not be considered.