Customer Service Manager

About Barron Lighting Group

Integrity and innovation. Quality and flexibility. These characteristics are celebrated by the employees of Barron Lighting Group. At Barron, we constantly prove our reputation of delivering the world-class service that our customers want – when they need it.

The Customer Service Manager at Barron Lighting Group is responsible for leading and developing a high-performing team of Inside Sales Representatives, Customer Service Representatives, and Data Entry personnel. This role is focused on driving customer satisfaction, supporting the sales process, improving internal processes, and ensuring accurate order handling. The Manager oversees daily operations, ensures compliance with company policies, and collaborates cross-functionally with Sales, IT, Accounting, Engineering, and Brand Management teams to support business goals and initiatives.

Lead and manage the Inside Sales, Customer Service, and Data Entry teams to ensure service coverage and performance standards are consistently met. Recruit, train, and coach team members for success and career development.

25%

Monitor and respond to escalated customer and order-related issues with professionalism and accuracy.

15%

Review, approve, and manage quotes, RMAs, credits, and pricing requests including specialty systems.

15%

Maintain and audit sales data integrity across systems including CRM and MicroStrategy. Provide timely updates and reports to leadership on KPIs, forecasting, and team performance.

10%

Coordinate with cross-functional departments to resolve sales issues and support process improvement initiatives. Participate in strategic meetings and contribute to business planning and execution.

10%

Evaluate and revise sales processes to improve efficiency and customer satisfaction.

10%

Support new product launches, marketing opportunities, and branding consistency across sales materials

10%

Other duties as assigned

5%

Total

100%

*Note: The above percentages are approximate and subject to change based on business needs.*

Provides direct supervision to Inside Sales, Customer Service, and Data Entry staff. This includes coaching, training, performance evaluation, discipline, and creating development plans. Responsible for team morale, workflow optimization, and staffing decisions.

Education and Experience:

• High school diploma or equivalent required; Bachelor's degree preferred
• Minimum of 5 years of management experience in sales or customer service setting production planning, scheduling, and materials control in a manufacturing environment.
• Experience using CRM systems and analytics tools such as MicroStrategy

• Experience using MAS 500 or similar software preferred

Knowledge, Skills, and Abilities:

• Strong communication and interpersonal skills

• Proven leadership and conflict-resolution abilities
• Understanding of sales workflows, customer service best practices, and quoting systems
• Ability to work cross-functionally and maintain effective working relationships with internal and external stakeholders.

• Analytical thinking and attention to detail for reviewing and improving team performance

• This is a sedentary role requiring the ability to remain in a stationary position for extended periods of time (up to 8 hours per day).
• Routinely operates a computer and other office productivity machinery (e.g., a calculator, copy machine, and printer).
• Occasionally moves about the office to access file cabinets, office machinery, and meet with team members.
• Must be able to communicate effectively with others in person and via electronic communication.

• May occasionally require lifting or moving items up to 50 pounds for event setup.

• This position operates in office environments. Standard business hours apply, with flexibility based on operational needs. Occasional evening or weekend work may be necessary.

• Occasional exposure to warehouse/production areas which may require PPE.
• Minimal travel may be required for conferences, training, or company events.

Barron Lighting Group is committed to providing equal employment opportunities and reasonable accommodations for qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA). If you require an accommodation to perform the essential functions of this position, please notify Human Resources.