Customer Service & Logistics Manager

Join a Growing Team That Values People, Relationships, and Exceptional Service

We are seeking a leader who is willing to roll up their sleeves, lead by example, and grow alongside a company that values relationships, accountability, and long-term success.

We are a growing, family-oriented manufacturing organization seeking an experienced Customer Service & Logistics Manager to lead our customer service team and help elevate the customer experience across our organization. This role is ideal for a hands-on leader who enjoys developing people, improving processes, and building strong relationships with both customers and internal teams.

As a key member of our operations team, you will play an important role in ensuring customers receive timely, accurate, and professional support throughout the entire order lifecycle. We are looking for someone who thrives in a fast-paced environment, embraces collaboration, and is passionate about delivering exceptional service.

Position Summary

The Customer Service Manager is responsible for leading the customer service team while overseeing the complete customer order process—from order entry through delivery and post-sale support. This individual will serve as a bridge among the customer, sales, production, logistics, and quality teams to ensure customer expectations are met and exceeded.

The ideal candidate is a proactive problem-solver, an effective communicator, and a people-focused leader committed to continuous improvement and customer satisfaction.

Key Responsibilities

· Manage and oversee the full customer order lifecycle, including order entry, tracking, invoicing, and issue resolution.

· Evaluate freight carrier quotes and make cost-effective carrier selections based on service requirements, delivery windows, and customer commitments.

· Prepare, review, and manage bills of lading and related shipping documentation to ensure accuracy and regulatory compliance.

· Lead, coach, and develop the Customer Service team to achieve performance goals and deliver outstanding customer experiences.

· Partner closely with Sales, Production, Logistics, and Quality teams to align customer expectations with operational capabilities.

· Serve as the primary inside support partner for Territory Sales Managers, including order prioritization, account-specific coordination, and timely communication on order status and fulfillment.

· Develop and implement customer service processes and best practices that improve efficiency and service levels.

· Train team members on company systems, service standards, and customer communication practices.

· Communicate proactively with customers regarding order status, lead times, product availability, and delivery updates.

· Coordinate with Quality and Technical teams on customer complaints, returns, and product inquiries.

· Identify opportunities to improve processes and enhance the overall customer experience.

Qualifications

Required

· 5+ years of customer service experience, preferably within a manufacturing, industrial, or distribution environment.

· 2–3 years of leadership, supervisory, or management experience.

· Experience working with ERP systems. Oracle Netsuite is a plus.

· Strong communication, problem-solving, and organizational skills.

· Ability to manage multiple priorities in a fast-paced environment.

· Customer-focused mindset with a proactive and hands-on approach.

Preferred

· Bachelor's degree in Business, Supply Chain, Operations, or a related field.

· Experience supporting manufacturing operations and coordinating with production and logistics teams.

· Experience implementing process improvements and service-related performance metrics.

· Experience with freight carrier selection, LTL/FTL rate quoting, and shipping documentation, including bills of lading.

· Demonstrated experience supporting a field sales team as an inside coordination partner.

Why Join Us?

We believe our people are our greatest asset. Our culture is built on teamwork, trust, accountability, and continuous growth. We foster an environment where employees are empowered to make decisions, contribute ideas, and build meaningful careers.

• As we continue to grow, we're looking for leaders who want to grow with us—leaders who are passionate about serving customers, developing teams, and making a lasting impact on the organization.

Send resume, three references, salary requirements, and day phone number to ***email_hidden***. Excellent benefits are provided. Salary commensurate with experience.

See https://www.walex.com for the company's history, mission, values, and products.