The National Customer Service Manager plays a key role in driving excellence in customer experience in alignment with IPEX’s customer intimacy strategy. They lead a high-performing team of regional customer service managers, fostering a culture of service excellence, operational efficiency, and continuous improvement. With a strategic mindset and a deep understanding of customer service and sales operations within a manufacturing context, the incumbent ensures that service delivery helps to strengthen customer relationships and contributing to long-term business success.
Salary: 74,000-92,000 depending on experience
Key Responsibilities
Customer Service Leadership
- Provide strategic leadership and mentorship to a national team of customer service managers, fostering a high-performance culture focused on service excellence and team development.
- Champion organizational transformation initiatives, including the implementation of new systems and processes, ensuring seamless adoption and alignment with business objectives.
- Establish and monitor performance metrics (KPIs) to drive accountability and measure success in areas such as order accuracy, responsiveness, and customer satisfaction.
- Oversee the resolution of complex service issues—including order discrepancies, pricing challenges, returns, and delivery concerns—ensuring timely and customer-centric outcomes.
- Set clear direction and expectations for the customer service team, aligning team goals with broader organizational priorities.
- Collaborate closely with Sales leadership to ensure customer service teams are informed of market dynamics, customer needs, and emerging challenges.
- Drive operational excellence by evaluating and optimizing customer service resources, processes, and best practices to ensure maximum efficiency and scalability.
- Communicating company activities and changes so that the team is always engaged in the big picture
- Arranging training on products, systems, and processes so that CSR’s can continually grow and improve their knowledge and efficiency.
Customer Support
- Ensuring adequate resources are assigned to service customers, so that orders, quotes, RMA’s and other transactions are completed in a timely manner
- Develop strong relationships with retailer customer service teams, buyers, and logistics contacts.
- Collaborate with Sales, Logistics, and Marketing to ensure programs, promotions, and product launches are executed effectively.
Process & Systems Optimization
- Partner with IT and ERP teams to streamline order-to-cash processes (e.g., SAP, Oracle, or Microsoft Dynamics).
- Drive automation and digital self-service tools tailored to retail partner needs (EDI, retailer portals, etc.).
- Ensure compliance with retailer-specific routing guides, labeling standards, and service level agreements (SLAs).
Analytics & Reporting
- Analyze service metrics and retailer scorecards to identify trends and areas for improvement.
- Provide weekly and monthly service performance updates to senior leadership.
- Collaborate on forecasting and planning to ensure inventory availability and order accuracy.
Job Requirements
Education & Certifications
- Post-secondary education, preferably in business or a related field.
Technical Skills & Experience:
- Minimum 5 years’ experience in customer service, plus 5+ years leadership experience
- Experience in an SAP environment preferred
- Experience in a manufacturing environment preferred
- Experience with customers and in depth understanding of the expectations.
- Computer literate, good command of Microsoft programs with advanced Excel skills
Competencies
- Strong leadership, administrative and analytical skills
- Positive attitude, driven to provide a positive, productive environment
- Ability to communicate with all levels of staff and management
- Service minded, with an ongoing awareness of IPEX profitability
- Demonstrated ability to lead teams, manage change, and drive performance.
Key Relationships
- Frequent communication with both internal and external customers.
- Must be able to build relationships cross functionally with several internal departments to be successful in this role.
Working Conditions
- Nearly always work indoors in corporate office environment with long periods of sitting
- May on occasion be exposed to loud sounds and distracting noise levels.
- Employee may experience progressive degrees of factors in the work process which may cause mental tension or anxiety (changing work priorities, deadlines, accuracy, quotas, conflicting demands.
Travel
Employee may need to occasionally visit other IPEX locations.
IPEX is committed to providing accommodations for people with disabilities throughout the recruitment process and, upon request, will work with qualified job applicants to provide suitable accommodation in a manner that takes into account the applicant’s accessibility needs due to disability. Accommodation requests are available to candidates taking part in all aspects of the selection process for IPEX jobs. To request an accommodation, please contact HR
