Customer Service Manager

Job Description:

What does a cell phone in your pocket, a spaceship, and an electric vehicle have in common?

Ellsworth Adhesives specs in materials in each of those products!

Ellsworth Corporation, a global, industry leading distributor of specialty chemicals and equipment and adhesive manufacturer currently has a Customer Service Manager opportunity. This role reports into our corporate headquarters located in Germantown, WI and is an on-site/in-office role with some hybrid flexibility.

Are you passionate about leading and developing a best-in-class font-line customer service team? Want to continue to grow your career? This is an exciting time to be a part of Ellsworth, come join our team!

Ellsworth Corporation is a family-run company that has had continuous growth for over 50 years. We are an industry-leading global distributor, manufacturer, and packager of adhesives used by cell phone, medical device, space/aerospace, and electric vehicle industries! Click here to see our state-of-the-art facility and distribution center and learn more about our business, and here to find out more about the industries we serve, and here to learn about our consumer and manufacturing divisions.

This role oversees front‑line customer support in alignment with customer requirements and ISO standards and partners with internal teams to resolve issues, manage escalations, and maintain a positive customer experience. It also applies advanced product knowledge and cross‑department collaboration to independently resolve complex customer concerns and support continuous operational excellence.

Responsibilities

• Owns performance management across assigned teams by setting expectations, coaching Supervisors and Team Leads in development, effectiveness, and accountability
• Ensures consistent achievement of service level agreements (SLAs) by overseeing team performance through strategic metrics and measurement frameworks across quotes, order processing, Return Material Authorizations (RMAs), expedites, and order status inquiries
• Monitors customer experience and operational performance to identify risks, trends, and process gaps, and leads cross-functional issue resolution and continuous improvement initiatives that prevent service disruptions and enhance efficiency and customer experience
• Partners with Supervisors to review quality results across orders, Customer Resource Management (CRM) cases, and calls to identify root causes and develop practical solutions for continuous improvement
• Reviews key performance indicators (KPIs) and implements countermeasures when results are off track, partnering with internal and external stakeholders to address operational roadblocks and elevate systemic issues

PERKS & BENEFITS 

As an industry leader, we offer a competitive wage, bonus plan, and a comprehensive benefit package which includes Health, Prescription, Dental, Vision, Life, Disability, Flexible Spending, 401(k), Employee Assistance, Paid Time Off and Holidays, Wellness Program, Social Events, Community Involvement and much more! Click Here for a summary of Employee Benefits

Qualifications 

• 7+ years of professional customer service experience
• 3+ years of supervisor/management experience
• Bachelor’s degree preferred. Other combinations of education and experience may be considered
• Proficient in Power BI, SharePoint, Microsoft Teams, and Windows, intermediate Excel, with advanced Enterprise Resource Planning (ERP) and CRM capabilities with a strong preference for experience in Microsoft Dynamics
• Demonstrated experience in building a team by developing talent, providing coaching and supporting growth across experience levels
• Awareness of and aptitude for continuous improvement (CI) methodologies, with a demonstrated track record of taking on new opportunities and challenges with urgency
• Prior experience in distribution or manufacturing involving chemical adhesives and/or shelf-life products, with demonstrated technical aptitude, preferred
• Superior attention to detail, polished communication and interpersonal skills, and strong organizational skills
• Ability to drive team engagement and motivation while remaining approachable and balancing empathy with accountability in a fast-paced environment
• Initiative and high energy while promoting professionalism, accountability and collaboration across teams
• Occasional travel - up to 15%

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