Customer Service Manager

Buffalo, NY

Posted: 07/18/2019 Industry: Professional Pay Rate: $60,000 to $65,000 Annually

Local manufacturer seeking a well-rounded, results-driven leader to oversee customer service relations and freight departments! The Customer Service Manager will be responsible for managing a dynamic team of four direct reports for both domestic and international markets.

**DIRECT HIRE opportunity, APS is providing initial screening for this role, but offer will be made directly with the client company**


Management of Customer Service Department

  • Set policies and customer service procedures with staff
  • Assist staff to resolve customer problems or questions
  • Development of procedures or policies to improve efficiency
  • Create open communication with staff through timely/regular meetings
  • Review daily orders to assure correct discounts and pricing to customers

Management of Freight and Warehouse Logistics

  • Oversee/assist with logistics coordination: movement of product from plant to external distribution
  • Vendor relations management with freight carriers and warehouses
    • negotiate freight rates with ground and LTL carriers
  • Assist with stock transfers to outside warehouses
  • Coordinate communication on finished goods damage claims

International Business

  • Assist Director of International Sales with all international orders
  • Complete and provide all necessary documents
  • Coordinate with freight broker
  • Communicate with international customers regarding shipping information as necessary


  • Purchasing responsibility for office necessities
  • Assist with overdue letters & collections from delinquent accounts


  • Bachelor's degree in related field
  • 3-5 years in customer service management in industrial or manufacturing realm.
  • Proficient in computer systems: Microsoft Office, SAP, or other CRM databases
  • Excellent approach to communication and teamwork
  • Proven leadership ability (overseeing/management of direct reports in collaborative environment)
  • Strong organization and multi-tasking ability
  • Self-starter: a real team player that is seeking opportunities to improve operations and efficiencies


  • Full benefits package including: salary, health insurance with low employee contribution, dental/visual coverage, 401K, and life insurance
  • Performance bonus opportunity
  • PTO

Erika Hawley
North Town's Area Manager

Erika received her undergraduate degree from Canisius College and, after falling in love with the Queen city, decided to stay. Shortly after leaving school in 2011, she accepted a full time job with APS as an administrative assistant soon thereafter earning a role as a recruiter, assistant branch manager, and now Northtown’s Area Manager. In this role, she has learned to put on several “hats”: assisting in new client development and on-boarding, assisting with operational functions and internal training, dabbling in website updates and advertising, etc etc. Most importantly, Erika is a true “people-centric” person- she enjoys maintaining a role in the recruiting arena, for both meeting and interviewing prospective employees and working closely with a dedicated client base.

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