Customer Service Manager

Join Our Team as a Customer Service Manager at GLS Products, LLC! Are you a detail-oriented professional with a passion for providing exceptional customer service? Do you thrive in a small business office environment and enjoy building strong relationships with customers? If so, we have the perfect opportunity for you! Position Overview The Customer Service Manager will support an established customer base. This role requires a hands-on, detail-oriented professional who can thrive in a small business office environment. The successful candidate will manage customer orders, generate sales orders and invoices, resolve issues promptly, and maintain excellent customer relationships through daily communication. Key Responsibilities Deliver professional, timely customer service across phone and email. Manage order processing, confirmations, tracking, and invoicing through Fishbowl Inventory and QuickBooks Online. Resolve order-related issues, including shipping and invoicing discrepancies. Develop a thorough understanding of products to effectively communicate their features and benefits. Identify upselling and cross-selling opportunities. Assist with sales forecasting to support supplier procurement. Maintain accurate and current pricing within QuickBooks / Fishbowl. Create and update standard operating procedures for customer service workflows. Provide weekly reports on sales orders, backorders, and open invoices. Respond to RFQs promptly and manage all related documentation. Daily Tasks Enter orders in Fishbowl and Salesforce. Generate sales orders, purchase orders, invoices, and process credit card transactions. Handle customer issues while evaluating processes for efficiency. Answer incoming calls and communicate order status via email. Maintain inventory accuracy, replenish parts, track purchase orders, and monitor vendor lead times. Prepare customs documentation for international shipments (Canada, Mexico). Manage repair and warranty processes, including RA tracking and invoicing. Qualifications Minimum of 5 years of customer service experience (distribution, manufacturing, or industrial supply preferred). Strong communication skills with the ability to engage with customers daily. Detail-oriented with excellent organizational and time-management skills. Flexible and adaptable to a small business environment. Ability to multitask and manage competing priorities. Proficiency in QuickBooks Online, Fishbowl, Salesforce, or similar ERP / CRM systems. Must be a team player with a proactive and positive approach. Employment Type : Full Time Years Experience : 3 - 5 years Salary : $50,000 - $55,000 Annual Bonus / Commission : Yes