Customer Service Manager
20 Moores Rd Franklin Ctr, PA 19341 US
Job Description
Our client is a well-established, global organization seeking a seasoned Customer Service Manager to lead a multi-channel customer service team within a complex, fast-paced environment. This role is responsible for setting service strategy, leading people, and driving operational excellence across multiple business lines.
Key Responsibilities
- Lead and develop a customer service organization, including frontline leaders and specialists
- Establish service standards, policies, SLAs, and performance metrics
- Oversee daily operations, capacity planning, and service execution
- Partner cross-functionally with Sales, Operations, Supply Chain, IT, and other internal teams
- Use customer feedback and data insights to drive continuous improvement
- Implement clear processes, escalation paths, and accountability measures
Qualifications
- Bachelor’s degree required; advanced degree preferred
- 10+ years of customer service leadership experience
- 5+ years managing large teams in a complex operational environment
- Strong understanding of order management, logistics, and service operations
- Experience with ERP/CRM systems and KPI reporting tools
- Proven ability to lead change and influence cross-functional stakeholders
- Strong communication and leadership skills
- Willingness to travel occasionally (up to ~15%)
What’s Offered
- Competitive compensation and comprehensive benefits
- Collaborative, people-focused culture
- Opportunity to lead a critical function within a stable, growing organization
Meet Your Recruiter
Alexa Scalzi
Co-Founder & Chief Revenue Officer
As a co-founder of Top Stack and Chief Revenue Officer, Alexa has over 20 years of experience building strong, meaningful connections that drive success for clients and candidates alike. Her role spans client development, marketing, and strategy, all of which focus on elevating relationships in the staffing industry.
Beyond her work, Alexa is passionate about elevating women into leadership; through mentorship, she helps them find their voices in business and establish a strong sense of purpose. Deeply involved in her community, Alexa is a member of Chief, serves on the board of the LifeCycle Wellness and Birth Center—which provides reproductive healthcare in the greater Philly area—and actively participates in the Jewish Federation of Philadelphia’s Women’s Leadership Development Program.
Alexa’s life and work are about creating lasting impact, from building trusted partnerships to advocating for women and families in her community. When she’s not working, she’s traveling, cooking, or spending quality time with her family—bringing the same energy and heart to her personal life as she does to her work.