Overview
Customer Service Manager Jobs in Haverhill, MA at Robert Half
Title: Customer Service Manager
Company: Robert Half
Location: Haverhill, MA
We are seeking a client-focused, detail-oriented professional to lead day-to-day service operations in a high-volume order environment. This is a hands-on leadership role ideal for someone who can develop a team, improve workflows, and maintain a high standard of customer experience. The position requires strong judgment, a proactive mindset, and the ability to leverage systems and data to drive performance and customer satisfaction.
Responsibilities:
- Lead, coach, and develop a customer service team in a fast-paced environment, driving accountability and performance
- Oversee a high volume of customer orders and service inquiries, ensuring accuracy across pricing, quotes, credits, and shipping-related requests
- Manage escalations and resolve complex customer issues while maintaining a consistent, positive experience
- Analyze performance metrics and operational data to identify trends and support decision-making
- Identify and implement process improvements to increase efficiency and service quality
- Develop and deliver onboarding, training, and cross-training programs to support team growth and coverage
- Collaborate cross-functionally to ensure seamless customer support and operational execution
- Utilize ERP/CRM systems to manage workflows and reporting
Qualifications:
- Demonstrated experience leading and developing teams in a high-volume, fast-paced customer service or client support setting.
- Strong background managing transactional workflows involving orders, pricing, credits, quotes, and shipping communication.
- Proven ability to coach employees, address performance concerns, and support retention through effective leadership practices.
- Experience creating training materials or programs, including cross-training initiatives that improve team flexibility.
- Proficiency with business systems such as CRM platforms, ERP tools
- Analytical skills with experience tracking KPIs, preparing reports, and using data to improve service outcomes.
- Comfortable working in a manufacturing, distribution, or similarly operations-driven environment.
- Strong communication and collaboration skills, with the ability to work effectively across teams while keeping customer needs at the center of decisions.
