Customer Service Manager

About the Role

Idesco, a division of Avery Products, is hiring a Customer Service Manager to shape a customer-first culture and lead a team focused on delivering standout service experiences. This position is centered on collaboration, creative problem-solving, coaching, and continuous improvement. A major part of the job is representing the customer’s perspective across the organization so that feedback from every interaction helps improve the business.

The company operates in a high-volume transactional environment, so the role calls for streamlined processes that support speed, reduce complexity, and maintain a high standard of service. The manager will oversee the customer feedback cycle, manage the customer experience technology stack, and help ensure a consistent and positive experience across all customer touchpoints.

What We Offer

• Base compensation of $100,000 to $115,000, depending on knowledge, skills, and relevant experience.
• Eligibility for quarterly bonuses.
• Full benefits package including medical, dental, and vision coverage, plus company-paid short-term disability, long-term disability, and life insurance.
• 401(k) plan with a generous company match.
• Work-life balance benefits, including 12 paid company holidays, paid vacation, and paid sick time.
• A workplace culture that recognizes individual contributions.
• Opportunities for professional growth and development.

Key Responsibilities

• Lead, coach, and develop a small but energetic customer experience team.
• Promote a customer-first mindset within the team and across the wider organization.
• Partner with the sales team to support order processing, service quality, and positive customer interactions.
• Help shape and execute the overall customer experience strategy with the General Manager and leadership team.
• Equip customer experience representatives with the tools, training, software, and authority they need to resolve issues effectively.
• Own the customer feedback process across live channels, email, reviews, surveys, and social sentiment, ensuring insights are gathered, analyzed, and acted on across departments.
• Work with internal stakeholders to surface customer pain points and drive improvements across all customer journeys.
• Build strong cross-functional partnerships to produce useful, actionable reporting.
• Define and monitor KPIs tied to customer satisfaction, loyalty, and operational performance.
• Strengthen loyalty metrics through proactive outreach initiatives that encourage repeat business and brand advocacy.
• Share customer insights, trends, and recommendations with senior leadership to help guide decisions.
• Recommend and implement new programs, CX improvements, and software enhancements that elevate the customer journey.
• Respond to customer feedback promptly and with empathy, setting the standard for excellent service.
• Oversee the full e-commerce customer experience, reviewing purchase flows and working with stakeholders to reduce friction, improve clarity, and boost satisfaction and conversion.

Requirements

• Bachelor’s degree or equivalent practical experience.
• 5 to 8 years of progressive experience in customer experience management or supervision, including leadership responsibilities.
• Strong commitment to customer service and delivering exceptional experiences across channels.
• Ability to build productive relationships with customers and internal teams and turn interactions into long-term brand advocacy.
• Willingness to keep learning and expand knowledge of products and customer experience software.
• Strong leadership, coaching, and communication abilities.
• Excellent organization, multitasking, and time-management skills.
• Experience collaborating across functions such as sales, finance, marketing, product, and operations.
• Strong analytical ability with the capacity to interpret customer data and influence decisions using insights; familiarity with metrics such as NPS, CSAT, FRT, and deflection.
• Comfort using Google Workspace, Microsoft Office tools such as Excel, Outlook, PowerPoint, and Teams, as well as database or helpdesk systems, with the ability to adopt new CX tools quickly.

Additional Information

All employment offers depend on successful completion of a pre-employment background check. The company is an at-will employer, which means employment may be ended by either the employee or the company at any time, with or without cause or notice. Interested candidates are asked to share their resume in response.