Customer Service Manager

Executive Summary

Tower Products is a fast-growing chemical manufacturing company with roots in the technical pressroom chemical industry. The mission of the Customer Service Manager is to ensure Tower continues to provide responsive, knowledgeable service to our customers while improving the efficiency with which we provide that service. This position reports to the Vice President of Operations and will lead a team of Customer Service Representatives to support Tower Products’ US-based manufacturing and distribution operations.

Key Outcomes

• Tower Products provides a fast and responsive order experience, with >90% of orders processed on the day they are placed
• Tower Products provides a responsive and traceable issue handling experience, with >75% of customer inquiries handled same-day, and 100% of major customer issues documented via the Non-Conformance process
• Tower Products is able to process an increase in order volume of 10-15% over 2025 levels through process improvement and improved use of technology tools
• Tower Products introduces a formal metric by which to track customer satisfaction (e.g., Net Promoter Score), measures this regularly, and demonstrates improvement on this score within the first 12 months of measurement

Competencies

As with all other roles, contribute to a positive team environment by acting in accordance with all four of the Tower Products Values:

• Inspire Confidence - We lead with insight and expertise, growing the business by gaining trust
• Create Joy - In an industry which could be bland, we care for each other and create space to have fun
• Accountable Doers - We take initiative and accountability from start to finish
• Embrace Change - We are flexible and able to pivot, stay resilient, and strive in changing environments

Job skills:

• Coaching & developing a team – Coaches people in their current roles to improve performance and prepare them for future roles.
• Conflict resolution & issue management – Comfortable managing conflict with colleagues and customers to reach resolution, including delivering bad news with respect and tact.
• Cross-functional collaboration – Demonstrated ability to work with colleagues outside of immediate chain of command to implement improvements to the way work is done
• Continuous improvement mindset – Desire to make work better, more engaging, and reduce to errors by implementing new processes and tools
• Strong virtual / electronic collaboration skills – customer service team is comprised of remote employees and Tower’s operations are located in multiple states, must have ability to be effective in a remote environment
• Data and analytics capability – including extracting data from Tower Products’ ERP system, performing basic analysis on that data, and understanding analysis and implications produced by others

Key responsibilities:

• Lead the customer service team day to day, including supervising their work, providing coaching on development areas, and conducting performance reviews
• Remove barriers for the customer service team by making first-line decisions to resolve customer issues, escalate decisions to Vice President of Operations or other leaders when required
• Coordinate export document preparation in accordance with established compliance procedures, including reviewing documentation prepared by the customer service team
• Manage Tower Products’ Non-Conformance process to ensure documentation of significant issues, root causes, and steps taken to address them
• Improve the efficiency of Tower Product’s customer service team, including implementation of process improvements, modifications to our tools, and collaboration with other departments to address points of friction
• Willing to support related operational initiatives as needed

Job requirements:

• Ability to travel ~10% of the time, including to visit Tower Products sites and team members (if candidate works remotely)
• Strong virtual collaboration skills
• Strong verbal and written communications skills, including technical communication
• Strong computer skills, including Microsoft Office suite, internet software, basic office equipment, and ability to learn to utilize Datacor ERP
• Open to remote applicants located in and authorized to work in the United States

 

Compensation:

• Base Salary of $65,000 - $85,000
• Bonus Potential of up to $10,000, dependent on company and individual performance
• Health, Dental, and Vision benefits
• Work from home internet reimbursement available for remote employees