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Customer Service Manager

The Customer Service Manager is responsible for the strategic oversight and management direction of the Customer Service team. These responsibilities include mentoring and developing account representatives by enabling collaboration and independence, as well as empowering specialists to deliver world-class customer service. The manager will leverage optimal team performance and a deep knowledge of company products and customer expectations.

Primary Responsibilities

Leads, supports, mentors, and manages the Customer Service team.

Ensures our customers are supported and serviced in accordance with our contracts and market leading expectations.  Manages customer expectations relative to delivery of requirements and ensures that all customer requests are pro-actively managed throughout the business.

Ensures contractual terms are flowed down and communicated effectively across the organization.

Supports the building of tools and processes needed to support McKenna Labs’ goals and the team’s engagement with customers; Empowers team to be the representatives of the customer’s voice.

Proactively monitors team and individual KPIs to ensure customer satisfaction and retention.  Works with team to troubleshoot issues and sets goals for Customer Scorecards and other metrics.

Be an escalation point for your team and customers, ensuring timely follow up and resolution of customer issues.

Oversees the creation of best practice templates, scrips, playbooks, etc. of the team.  Examines existing processes, evaluating them within the context of goals, identifying gaps and proposing changes or enhancements to achieve those goals.

Manages order coordination, including onboarding, identifying, and driving improvements for day-to-day activities.

Builds and develops relationships with key customers.

Proactively seeks out growth opportunities and training for your team.


A proven track record of high achievement in a Customer Service Leadership position in a high-growth manufacturing organization.

Persuasive oral communication skills, be fluent in written and spoken English; excellent business writing skills required.

Comfort and experience engaging with stakeholders at all levels of an organization.

Ability to lead and influence others without a direct reporting line.

Broad manufacturing experience, and a curiosity to deeply understand the personal care products industry, and our and our customer’s products.

Intermediate computer skills including MS Office suite and SharePoint.  Experience with Decom a plus.

Self-motivated, quick learner, comfortable working independently with minimal supervision.


The salary range for this role is $75,000 – $101,000 annually. Compensation is commensurate with level of knowledge, education, skills, and experience applicable to the position.

We understand that each team member’s situation is unique, and so it is our intent to offer an overall benefits package that can be shaped and molded by each individual to fit their family’s needs. Our current benefits package, which is available to all full-time team members, includes medical, dental, vision insurance, 401k retirement plan, flexible spending accounts, life and disability coverage, and other voluntary benefits.

We want everyone to feel welcome, respected and we are committed to providing the best space, experience and workplace for our teams – no matter what race, color, religion, sex, sexual orientation, gender identify, national origin, veteran or disability status and all the other fascinating characteristics that make us different.



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