Our Customer Service Manager will be supporting an international team. While we prefer this role to be onsite in our Franklin, TN office, we will consider a remote/hybrid role with the expectation to travel to Franklin, TN, as well as other MTE locations and customer sites. Our ideal Customer Service Manager will be able to:- Manage day-to-day leadership of Customer Service team: onboarding, training, development, Q&A responses, coaching- Daily production support (delegation, oversight, approvals)- Customer Issue Management: escalation from reps; manage exceptions, complaints, sensitive issues- Monitor service performance: lead team on hitting KPIs, SLAs, and quality targets- Manage staffing needs & shift coverage- Stakeholder engagement (Voice of the Customer)- Deep understanding of customer service workflows and resolution frameworks- Development and management of SLAs, KPIs, queue management, workload balancing- Deep working knowledge of products & services- Understanding of internal process touchpoints- Customer communication protocols & brand standards. This is not an exhaustive list of tasks, and our Customer Service Manager will be expected to bring a collaborative and team mentality to continue to help move the busness and our customers forward. Qualifications. Bachelor's Degree in Business Administration, Marketing, or similar (experience considered in lieu of degree)3-7 years in customer service, manufacturing and B 2 B preferred 2 years leading or supervising a team. Onboarding, training, developing new team members. Proven track record managing escalations Managing SLAs, KPIs, or customer performance metrics. Scheduling or shift coverage management. Building or improving customer-facing processes. Building or improving customer communication templates. Hands-on experience with CRMD 365 experience and knowledge. Exposure to process improvement