IPEX

Customer Service Manager

IPEX • $74K — $92K *
Lynchburg, VA 24502In-Person
Manufacturing & Automotive
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Post-secondary education in business or related field preferred.
  • Minimum of 5 years in customer service and 5+ years in a leadership role.
  • Experience in SAP and manufacturing environments is preferred.
  • Strong command of Microsoft programs, particularly advanced Excel.
  • In-depth understanding of customer expectations.

Responsibilities

  • Provide strategic leadership and mentorship to regional customer service managers.
  • Champion organizational transformation and implement new systems and processes.
  • Establish and monitor performance metrics to ensure accountability.
  • Oversee resolution of complex service issues to ensure customer satisfaction.
  • Set clear goals and expectations for the customer service team.
  • Collaborate closely with Sales leadership to align customer service initiatives with market dynamics.
  • Evaluate and optimize customer service resources and processes for operational excellence.

Benefits

  • Engagement in a culture of service excellence and team development.
  • Opportunities for professional growth through training.
  • Involvement in organizational transformation initiatives.
  • Exposure to strategic leadership in customer service.
  • Collaborative work environment with various departments.
Full Job Description
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.

About IPEX

IPEX Careers

Joining IPEX offers an unparalleled opportunity to become part of a leading team of professionals dedicated to pioneering innovations in their industry. As a company renowned for its commitment to quality and excellence, IPEX is the perfect place for ambitious individuals looking to advance their careers in a dynamic environment.

Explore Job Opportunities

IPEX is actively hiring and offers a variety of job opportunities designed to attract the best in the field. Whether one is a seasoned professional or a recent graduate, IPEX provides a platform to propel career growth through meaningful work and substantial responsibilities.

Internship Programs

Kickstart a career with IPEX’s internship programs, which are crafted to offer hands-on experience and insights into the company’s core operations. Internships at IPEX are gateways to full-time positions, providing both professional growth and a deep understanding of the industry.

Cultivating Skills and Leadership

At IPEX, the focus is on nurturing skills and fostering leadership qualities among team members. With comprehensive training programs and access to cutting-edge technology, employees are equipped to lead and innovate within the industry. Leadership development and diversity training ensure that all team members are prepared for the challenges of tomorrow.

Benefits and Culture

IPEX is committed to supporting its employees not only in their professional lives but also in achieving a balanced lifestyle. The company offers competitive benefits, fostering a culture that values health, well-being, and job satisfaction. The inclusive culture at IPEX celebrates diversity and encourages creative problem-solving and innovation.

Networking and Professional Growth

Career advancement at IPEX is fueled by robust professional networking opportunities. Employees are encouraged to connect with industry leaders and peers to enhance their career prospects and contribute to the company’s legacy of innovation.

Applying for a Position

To apply for a position at IPEX, candidates are encouraged to submit a resume through the IPEX Careers portal. The hiring process is designed to be transparent and engaging, ensuring that both the company and the candidates find the right fit. Preparation for the interview process is supported by resources available on the IPEX Careers page.

Stay Connected with IPEX Jobs

Keep up to date with the latest from IPEX by subscribing to job alert emails. Tailored to individual preferences, these alerts provide information on new openings, company news, and tips for enhancing employment prospects.

Join the IPEX Team

Search open positions that match skills and interests on the IPEX Careers page. IPEX looks for passionate, curious, and innovative team players ready to drive success in a competitive industry.

READ CAREERS BLOG

Stay ahead with career tips, insider perspectives, and industry-leading insights from the professionals at IPEX. Use this valuable information to craft a standout resume, prepare for interviews, and grow professionally. IPEX is not just a company; it's a place where careers are made, skills are honed, and futures are shaped. Join IPEX to be part of a team that moves industries forward through continuous innovation and unwavering leadership.
Learn more about IPEX
Size
1,001 employees
Industry
Manufacturing & Automotive
* Ladders Estimates

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    Today
    Manufacturing & Automotive
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