Customer Support Manager

Customer Service Manager

Location: Wilmington, MA (Hybrid – 4 days onsite / 1 day remote)

Compensation: Starting at $100,000 base salary 10% bonus

Company Overview

Our client, a growing manufacturing company based in Wilmington, MA, is currently generating $50M in revenue and is on track to nearly double within the next 1–2 years. With approximately 35–40 employees, they are undergoing an exciting phase of expansion and operational transformation, including a complete overhaul of their customer support function to meet increasing client demand.

Position Summary

Our client is seeking an experienced and strategic Customer Service Manager to lead, build, and optimize their newly revamped Customer Support team. Reporting directly to the Director of Operations, the Customer Service Manager will oversee a team of 10 customer service representatives, focusing on delivering exceptional, high-touch B2B client support for their technical product lines.

The ideal candidate is a strong people leader who is process-driven, results-oriented, and comfortable operating in a fast-paced, evolving environment. B2B experience and a "white glove" service approach are essential, along with strong familiarity with CRM/ERP systems—experience with SAP-1 is highly desirable.

Key Responsibilities

• Lead and manage a team of 10 customer service representatives, ensuring service excellence and best-in-class client support.
• Design, implement, and monitor key performance indicators (KPIs) and team performance metrics.
• Build and maintain reporting mechanisms to deliver actionable insights to the leadership team.
• Develop, refine, and scale customer service processes and procedures to support the company’s rapid growth.
• Mentor and coach the customer service team to build technical product expertise and enhance client engagement strategies.
• Serve as an escalation point for complex or high-profile customer issues, ensuring timely and effective resolution.
• Collaborate cross-functionally with sales, operations, and leadership teams to drive a seamless customer experience.
• Utilize CRM and ERP platforms (preferably SAP-1) to manage workflows, customer interactions, and operational improvements.
• Support company initiatives to enhance customer satisfaction, retention, and loyalty.
  
  

Qualifications:

• 7 years of experience in customer service, with 3 years in a leadership or management capacity.
• Strong background in B2B customer service; manufacturing or technical product support experience strongly preferred.
• Demonstrated success in building KPI frameworks, reporting tools, and executing process improvement initiatives.
• Hands-on experience with CRM/ERP platforms; SAP-1 familiarity is a significant plus.
• Outstanding leadership, coaching, and team development skills.
• Excellent communication, organizational, and problem-solving abilities.
• Ability to thrive in a fast-paced, high-growth environment with shifting priorities.
• Bachelor’s degree preferred, but relevant experience will be considered.
  
  

If you or someone in your network is interested, please email a Word Doc of your resume to Dalton Rolli at drolli@naglergroup.com for immediate consideration

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