Job Details

Myerstown, PA

Full Time



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If you are interested in applying for this position, fill out the application for employment and email it to our HR department by 9/25/2019

Customer Service Manager


The Customer Service Manager oversees a wide variety of duties that help ensure productivity targets are achieved and that all customer service processes are running smoothly, including planning, prioritizing and delegating work tasks. He/she is responsible for ensuring that scheduling and assigning employees and properly staffing all shifts meet customer service operational requirements. The Customer Service Manager ensures the necessary resources; and tools are available for customer service delivery and improves customer service experiences by taking ownership of customer issues and follows problems through to resolution. He/she possesses an in-depth knowledge of Dutch Valley brands, products, and offerings. The Customer Service Manager has managerial responsibilities for the Customer Service department personnel.



  • Strategically manages customer service department in compliance with company policies
  • Defines and communicates customer service standards to the Customer Service Team and manages the day-to-day operations of the team
  • Trains staff and monitors their performance and progress
  • Informs customers of any order or delivery changes and works closely with the Customer Service Team to resolve issues as they arise
  • Promotes and fosters good employee relations and morale among team
  • Conducts meetings with the Customer Service team
  • Actively involved in the hiring, management and development of department personnel
  • Understands functional areas for department within ERP system (JDE)
  • Communicates recalls to customers


Required Knowledge, Skills, and Education:

  • Bachelor's degree in Business, Marketing, or similar field preferred
  • At least 5 years of management experience
  • Experience in providing customer service support with strong client-facing and telephonic communications skills
  • An energetic, forward-thinking and creative individual with high ethical standards with an appropriate professional image
  • A well-organized and self-directed individual who is a team player and able to work in a fast-paced environment with ongoing changes and short timelines
  • An intelligent and articulate individual who can relate to people at all levels in an organization and possesses excellent communication skills; written, verbal, and presentation skills
  • A good educator who is trustworthy and willing to share information and serve as a mentor
  • A demonstrated relationship builder
  • A strong manager experienced in training, motivating, and team building skills
  • The ability to respond effectively to the most sensitive inquiries or complaints
  • Strong Microsoft Office Suite skills, particularly Word, Excel, and PowerPoint