Job Information
Robert Half Customer Service Manager in Minneapolis, Minnesota
Description
This position will oversee day to day operations and lead our client’s customer service team with a focus on driving continuous improvement initiatives. This leader will play a key role in delivering an exceptional customer experience, optimizing internal processes, and building a high-performing, customer-focused team.
Key Responsibilities
Lead, coach, and develop a customer service team while fostering a high-performance and customer-first culture
Oversee daily customer service operations, including order processing, inquiries, and issue resolution
Manage and resolve customer concerns via phone and email, including escalated issues
Process and oversee RMAs, mis-shipments, and customer contract administration
Monitor and analyze key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction; implement improvements as needed
Collaborate cross-functionally with sales, operations, and supply chain to ensure seamless service delivery
Identify and implement process improvements to drive efficiency and enhance the customer experience
Develop and deliver training programs to support team growth and consistency in service standards
Support CRM/ERP system enhancements and digital transformation initiatives
Participate in hiring, onboarding, and ongoing development of customer service staff
Establish and maintain strong relationships with customers and key stakeholders
Requirements
Skills & Qualifications
Bachelor’s degree in Business, Communications, or a related field preferred
6+ years of customer service leadership experience, preferably within a manufacturing, supply chain, or distribution environment
Experience handling high-volume customer interactions in a B2B environment
Proficiency with CRM and/or ERP systems
Process improvement mindset (Lean or continuous improvement experience a plus)
Data-driven mindset with experience using metrics to guide decisions and improvements
Excellent communication, problem-solving, and conflict resolution skills
Ability to work cross-functionally and influence stakeholders at all levels
Compensation & Benefits
The targeted salary range for this position is $75-85K, bonus eligible (based on individual and company performance)
Full benefits package, 401K with company match after first year of employment
3 weeks PTO + paid holidays
Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.
All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
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