Manager - Customer Service

Position Overview

Nebulon Dynamics is looking for a highly skilled and strategic Customer Service Manager to lead our remote Customer Service team. This position plays a key role in maintaining top-tier customer satisfaction, fostering smooth communication between customers, Sales Representatives, and production teams. We are looking for a proactive leader with a strong passion for process improvement, a customer-first mindset, and experience leading remote teams to deliver exceptional service.

Key Responsibilities

• Leadership & Supervision:
• Supervise and coach the remote Customer Service team, ensuring high performance, adherence to quality standards, and alignment with Nebulon Dynamics customer service objectives.
• Foster a collaborative, accountability-driven team culture that encourages proactive problem-solving and continuous improvement.
• Conduct remote performance reviews, set clear goals, and support professional development for team members.
• Process Management & Improvement:
• Document, assess, and refine customer service processes to enhance productivity and meet service level agreements.
• Lead initiatives to streamline workflows, reduce redundancies, and improve accessibility and clarity of documentation.
• Regularly update remote standard operating procedures to ensure best practices are consistently followed across customer interactions.
• Customer Satisfaction & Quality Assurance:
• Develop and maintain quality assurance metrics to monitor remote team performance, customer satisfaction, response times, and resolution effectiveness.
• Oversee customer-specific requirements, communicating effectively with Sales Representatives and production personnel to maintain top-tier service.
• Act as a primary point of contact for high-value or complex accounts, ensuring escalated issues are managed promptly and efficiently.
• Budget Management:
• Collaborate in the creation and management of the Customer Service departments annual budget, including cost projections, resource allocation, and performance goals.
• Monitor and manage departmental expenses to align with Nebulon Dynamics financial objectives while preserving service quality.
• Cross-Departmental Coordination:
• Build strong working relationships with Sales Representatives, production personnel, and executive leadership to address customer needs effectively.
• Facilitate remote job-planning meetings with significant accounts to ensure alignment on expectations, timelines, and quality standards.
• Ensure effective cross-departmental communication to maintain seamless service.
• Documentation & Compliance:
• Oversee the completion of paperwork, records, and documentation to ensure accurate and compliant filing per company policies.
• Ensure adherence to safety protocols, work regulations, and remote workspace standards.
• Foster a team culture of accountability and transparency, ensuring all team members are up to date on company and customer expectations.
  
  
  

Required Skills & Qualifications

• Education & Experience:
• Bachelors degree in Business Administration or a related field, with 7+ years of customer service management experience, ideally in a technical or manufacturing environment.
• OR Associate degree in a Business-related field with 10+ years of relevant experience.
• OR High School Diploma or GED with 12+ years of customer service management experience.
• Leadership & Interpersonal Skills:
• Proven ability to lead, motivate, and manage a remote team in a fast-paced environment.
• Strong communication skills, both verbal and written, with a customer-focused approach.
• Effective problem-solving and decision-making abilities, fostering a positive and collaborative team environment.
• Technical & Analytical Skills:
• Advanced proficiency in Microsoft Office Suite, especially Excel and Word, with an ability to quickly learn and adapt to new software as needed.
• Experience with metrics and KPIs to drive process improvements and measure remote team performance.
• Organizational Skills:
• Excellent organizational skills, with the ability to handle multiple projects and tasks simultaneously in a dynamic remote setting.
• Strong time management skills, with an ability to prioritize and meet deadlines.
• Preferred Skills
• Experience with customer relationship management (CRM) software and remote project management tools.
• Familiarity with Lean Six Sigma principles or similar process improvement methodologies.
• Experience managing remote teams and adapting team dynamics for remote environments.
  
  
  

Why Work at Nebulon Dynamics?

• Remote Flexibility: Work from anywhere in the U.S., with occasional travel for team and client alignment.
• Professional Growth: We provide development opportunities, mentorship, and support to help you reach your career goals.
• Comprehensive Benefits: Enjoy health, dental, and vision insurance, 401(k) with matching, paid time off, and professional development support.
• Collaborative Team Environment: Work within a culture that values respect, transparency, and teamwork in achieving shared goals.
  
  
  

Nebulon Dynamics is an Equal Opportunity Employer. We welcome applications from all qualified candidates, regardless of race, gender, disability, veteran status, sexual orientation, or gender identity.

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