Customer Service Manager
We are looking for a Customer Service Manager to lead day-to-day customer support operations and ensure a responsive, organized experience for domestic and international clients in Northborough , Massachusetts. This role combines team leadership with hands-on order coordination, shipping support, and cross-functional collaboration across sales, production, and quality teams. The ideal candidate brings a strong background in regulated or manufacturing environments and is comfortable improving processes while maintaining high service standards.
Responsibilities:
• Lead, coach, and evaluate customer service team members to build a high-performing department focused on accuracy, responsiveness, and customer satisfaction.
• Partner with sales leadership and internal stakeholders to deliver consistent service, resolve escalations, and support business objectives.
• Oversee open orders, quotations, and proforma activity to ensure timely follow-up, accurate communication, and on-schedule shipment execution.
• Manage international order fulfillment from order review through delivery, including coordination with distributors, carriers, and internal teams.
• Prepare and review export-related paperwork such as proforma invoices, delivery documentation, shipping records, and related transaction files.
• Confirm inventory availability, communicate shortages or backorders to the appropriate teams, and help align customer commitments with production timelines.
• Support returns and initial complaint handling, partnering with quality personnel when product concerns require further investigation.
• Maintain accurate customer records and operational notes in CRM or order management systems while ensuring service and shipping areas remain organized and properly supplied.
• Update departmental procedures and work instructions as processes evolve, and contribute to marketing or administrative initiatives when needed.
Qualifications:
• 7+ years of customer service experience, including at least 3 years supervising a small team.
• Background supporting both domestic and international customers, ideally within manufacturing, medical device, healthcare, or another regulated industry.
• Working knowledge of international shipping practices, freight coordination, customs paperwork, and export documentation.
• Demonstrated success leading staff through training, performance management, interviewing, and team development.
• Experience using CRM and ERP platforms to manage orders, customer records, and service activity.
• Strong proficiency with Microsoft Office and the ability to communicate clearly in writing and verbally.
• Detail-oriented approach with strong judgment, patience, and the ability to manage complex issues through to resolution.
**For immediate consideration please call me directly 508-205-2127**
Compensation
$85,000.00-$95,000.00 YearlyAbout Us
Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
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