Job Description

Job Description

Customer Service Manager

Location : EiKO HQ

Employment Type : Full-time

Experience Level : Mid-Level (5+ years)

About EiKO:

At EiKO Global, LLC , we have been delivering high-quality lighting solutions and energy-efficient technologies to the commercial and industrial electrical market for over four decades. We take pride in our responsiveness, adaptability, and strong customer partnerships and we are excited to expand our Kansas-based operations team with a Customer Service Manager .

About the Role:

As a Customer Service Manager at EiKO, you will be responsible for leading and developing our customer service team to deliver responsive, accurate, and high-quality support across all customer touchpoints. This role is critical in ensuring customer satisfaction, resolving issues efficiently, and strengthening our reputation for excellent service. You’ll work closely with internal teams including sales, operations, and supply chain, as well as directly with customers and rep agencies to drive continuous improvement, streamline processes, and support EiKO’s commitment to outstanding customer experiences.

Key Responsibilities:

• Lead, mentor, and manage the customer service team to ensure high performance, accountability, and professional growth.
• Oversee daily operations of the customer service department, including order management, issue resolution, and post-sales support.
• Serve as the escalation point for complex customer inquiries, ensuring timely and satisfactory resolution.
• Monitor and analyze service metrics (e.g., response time, customer satisfaction, order accuracy) to drive process improvements.
• Collaborate with sales, operations, and supply chain teams to ensure seamless customer experience.
• Develop and implement standard operating procedures and best practices for service excellence.
• Maintain deep knowledge of EiKO products, services, systems, and customer profiles.
• Support CRM and ERP system use (e.g., NetSuite and Salesforce) and work to improve workflows.
• Identify trends in customer feedback and recommend improvements to products, processes, or services.
• Lead customer onboarding or training efforts where needed to ensure long-term satisfaction and success.

Key Performance Indicators (KPIs):

• Customer Inquiry & Complaint Resolution Time

Measure how quickly and effectively customer issues are addressed and resolved.

• Case Management Efficiency

Track case response time, case closure time, and backlog volume within NetSuite to ensure timely and accurate case handling.

• Case Data Accuracy in NetSuite

Ensure all customer interactions, resolutions, and product/service issues are properly documented for tracking and reporting.

• Return Rate and Root Cause Analysis

Analyze return trends to identify patterns and work cross-functionally to reduce preventable returns.

• Order Accuracy & On-Time Fulfillment Rate

Ensure customer orders are entered correctly and delivered as promised.

• Customer Satisfaction (CSAT)

Regularly measure and analyze customer feedback to assess service performance.

• Team Response Time

Average time to respond to customer emails, calls, or tickets.

• Service Escalation Rate

Track the percentage of issues that require management involvement, with a goal of reducing avoidable escalations.

What You Bring:

Required:

• 5+ years in a customer service management role.
• Proven ability to lead teams and manage service operations.
• Strong problem-solving and interpersonal skills.
• Experience with CRM systems (e.g., NetSuite, Salesforce, etc.).
• Excellent written and verbal communication skills.
• The ability to quickly learn and understand product details and specifications.

Valued Experience & Skills:

• Experience in the lighting, electrical, or building materials industry.
• Familiarity with lighting products, specifications, and customer applications.

Work Environment:

• On-site office role based in Olathe, KS.
• May require occasional travel 

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