Customer Service Manager

We’re Hiring: Customer Service Manager 

Join our corporate office in beautiful Guntersville, AL and lead a high-impact customer service team with a reputation for excellence.

As a family-owned, privately held U.S. manufacturer, we take pride in our people, our products, and our commitment to delivering unmatched customer service.

We’re looking for a proven leader with 10+ years of progressive customer service experience and 5+ years managing teams—someone who thrives on driving change, boosting team performance, and partnering across departments to achieve business goals.

Love streamlining processes and creating efficiencies?

Skilled at elevating the customer experience?

Bilingual in English/Spanish? That’s a big plus!

This is your chance to step into a career-defining leadership role with a company known for stellar service and strong cross-functional collaboration.

About Kappler:

For more than 45 years Kappler has defined the protective clothing industry with patented fabrics, innovative seaming technology and unique garment designs. All our critical protection chemical and biohazard suits are produced at our corporate headquarters in Guntersville, Alabama, providing American-made quality for added assurance. Registered to ISO 9001 since 1996, we document every detail when it comes to ensuring product quality. End-user safety is priority one, and our integrated manufacturing process is geared to making sure every garment meets demanding specifications. Whether it’s designing the most user-friendly suit possible or pressure-testing every gas-tight suit before it leaves the factory, Kappler quality comes through every time. From Berry-compliant products for DoD markets to NFPA-certified apparel for the most challenging hazmat calls, you know what you’re getting into with Kappler.

To Apply:

Submit your resume online at https://www.kappler.com/careers

Job Description:

Summary/Objective:

The Customer Service Manager is responsible for leading and transforming the customer service function to deliver exceptional customer experience, drive efficiency, and support company growth. This role requires a proven leader with at least 10 years of progressive customer service experience and 5 years of team management experience – someone who thrives on implementing change, elevating team performance, and collaborating across departments to achieve strategic business goals.

Key Responsibilities:

Leadership of Team Development & Process Optimization

• Lead, mentor, and develop a high-performing customer service team, setting clear expectations and fostering a culture of accountability, professionalism, and continuous improvement.
• Optimize the team’s processes, skillsets, and workflows to improve efficiency, service quality, and customer satisfaction.
• Motivate and guide team through organizational change.
• Create, implement, and refine customer management goals, policies, and procedures in alignment with ISO standards and company objectives.
• Identify and implement improvements to workflows and communication methods that enhance efficiency and customer satisfaction. 

Customer Service Management

• Communicate with customers in a professional, courteous, and knowledgeable manner, delivering accurate product and service information.
• Resolve customer concerns promptly, balancing satisfaction with company objectives.
• Manage the Return Goods Authorization (RGA) process and provide timely updates and trends to customers and internal stakeholders.
• Oversee order entry and processing in Sage X3 ERP (including pricing, discounts, and shipping calculations) to ensure accuracy and timeliness.
• Process rebates and perform sales tracing activities to verify eligibility, accurately calculate amounts, and identify trends and opportunities to allow for optimization of incentive programs that drive sales growth.
• Assist Accounting in processing of monthly Sales Commissions Report.
• Maintain customer-specific pricing and manage annual pricing updates.
• Serve as the primary customer service liaison for government/DoD accounts and fabric/Kappler Technologies activity support.
• Collaborate with marketing, sales, inside sales, and other internal departments to support campaigns, promotions, and customer retention, while addressing customer needs, resolving escalations, and contributing to business development.
• Provide proactive sales support, including follow-up calls and emails to customers at the request of sales leadership.
• Present customer service status updates confidently to diverse audiences, including leadership teams, staff, and customers. Provide weekly updates to leadership at the Tactical Meeting.

Technology & Data Management

• Utilize HubSpot CRM to manage customer data, track interactions, and report on service metrics.
• Leverage Microsoft Excel and Nectari to analyze data, identify trends, and make informed decisions.
• Manage company webstore functionality and ensure optimal online customer experience.
• Oversee phone messaging system and website chat function to ensure accurate and professional communication.

Other

• Plan and manage budgets, in conjunction with the Growth Strategy Director.
• Ensure a healthy and safe working environment, and compliance with federal and state regulations, through collaboration with Human Resources and safety personnel. 
• Participate in recruitment, training, and development of employees, and ensure business continuity with succession planning. Conduct performance evaluations that are timely and constructive.
• Work onsite, in person to develop cross-departmental relationships and collaboration, maintain high levels of service and productivity, and be readily available to promptly address dynamic business needs as they arise. 
• Perform other related duties as assigned.

Required Skills/Abilities:

• Exceptional interpersonal, communication, and conflict resolution skills, with the ability to work effectively with diverse and challenging personality types. 
• Professional phone presence and the ability to communicate clearly and professionally in both verbal and written formats, with impeccable grammar.
• Positive, friendly, and customer-focused attitude with ability to balance customer needs and company interests.
• Proven leadership skills, including hiring, training, coaching, promoting, and transitioning staff, as well as setting departmental goals and measuring performance.
• Strong analytical, problem-solving, and decision-making abilities with a high level of initiative.
• Ability to multitask, prioritize, and remain effective under pressure while maintaining attention to detail and accuracy.
• Highly computer savvy, with strong proficiency in Microsoft Office Suite, advanced Excel skills, experience using ERP systems (Sage X3 preferred), and experience using CRM platforms (HubSpot preferred).
• Ability to work collaboratively in a team environment and build strong cross-departmental relationships.
• Capability to administer company policies and procedures consistently and effectively.
• Advanced knowledge of Kappler products, or ability to learn.
• Fluent in Spanish with ability to read, write, and speak, strongly preferred but not required.

Education & Experience:

• Bachelor’s Degree in related field, strongly preferred.
• 10 years of experience in customer service, strongly preferred.
• 5 years of experience in leadership position with direct management responsibility of customer service team, strongly preferred.
• Proven success in leading a customer service team through change initiatives, strongly preferred.

Work Environment & Physical Demands:

• To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform job functions. 
• Must be able to stand, sit, and walk for prolonged periods of time; talk, hear, and use hands and fingers to operate computer and telephone keyboards.
• Noise levels are usually moderate.
• Ability to see and adjust; close vision and distance vision.
• Must be able to lift up to 25 pounds at a time.

Disclaimer: This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required by the employee. Kappler is an Equal Opportunity Employer, including disability.