Customer Service Manager

We're Hiring: Manager, Customer Service Location: South Deerfield, MACompany: Pelican    Who We Are: At Pelican, we engineer products that stand up to the world’s toughest conditions—because the people who rely on us do too. For nearly 50 years, we’ve been a trusted partner for military personnel, first responders, outdoor adventurers, and innovators who push the limits.     With a global presence that includes 11 offices, 4 manufacturing facilities, and 4 custom case centers, we create high-performance protective solutions that ensure our customers can focus on what matters most. Whether it’s transporting critical medical supplies, securing mission-essential equipment, or keeping expedition gear safe, Pelican products are Built to Protect to Equip for the Mission.     At Pelican, your work has a real-world impact. You’ll be part of a team driven by innovation, craftsmanship, and the shared belief that when the mission is critical, failure isn’t an option. If you’re ready to build something that makes a difference, be part of a team that protects what matters most.    What You'll Do:  Lead the team. Elevate the experience. Be the voice of the customer. Pelican is seeking a strategic and people-focused Customer Service Manager to lead and evolve our customer service organization in support of continued business growth. In this role, you’ll drive operational excellence, develop high-performing teams, and help shape the future of the customer experience through data-driven insights, process improvement, and strong cross-functional collaboration. This is an opportunity to make a real impact—leading teams, improving systems, and ensuring customers receive world-class support across every interaction.   Lead, coach, and develop a high-performing Customer Service team across multiple functions and facilities Drive customer satisfaction and operational performance through data analytics, KPIs, and continuous improvement initiatives Partner cross-functionally with Operations, Sales, Marketing, Supply Chain, and Leadership teams to resolve issues and improve service delivery Act as the “Voice of the Customer,” identifying trends, opportunities, and solutions that improve the customer experience Develop and execute customer service strategies, workflows, and operational goals that support business growth Monitor team performance, resource allocation, call volume, and workflow efficiency to ensure service excellence Lead process improvement initiatives and help implement scalable systems and best practices Champion SAP initiatives and support development of procedures, documentation, and process standards Support budgeting, capacity planning, and operational forecasting efforts Build strong partnerships across the organization to improve communication, responsiveness, and collaboration Provide leadership and direction through change management and strategic initiatives Ensure compliance with applicable regulatory requirements including FAR, ITAR, and FCPA standards Lead large-scale customer service projects and continuous improvement initiatives Perform additional duties as assigned   What We’re Looking For: Comprehensive knowledge of customer service and warranty procedures and policies. In-depth knowledge of company product and pricing structure. Proficient in computer software such as SAP, SalesForce, Microsoft Word, Excel and Power Point. Must have exceptional written, verbal communication, presentation and training skills. Training and experience in Lean/Six Sigma methodologies Training and experience in an ISO 9001 (2015) and/or ISO 14001 environment Experience with manufacturing   What’s In It For You:  Join a company that truly values its employees! We offer a relaxed and casual work environment, a strong commitment to giving back to communities, and a focus on employee satisfaction. With regular opportunities to share feedback with leadership and structured performance evaluations, we ensure that your voice is heard and your growth is supported.   Competitive paid time off plans / Holiday pay /extra vacation purchase opportunities 401k plan – with immediate match   Great Benefits – several options including Pet insurance for our animal lovers.  Health Savings Account Contribution Wellness Discount Program  Global Mental Wellness Program  Quarterly Employee Celebration Days Peer to Peer Recognition Program Service Recognition Program Amazing employee discount program on Pelican Products, Pelican branded apparel and gear  Employee referral program – get paid to work with your trusted network.   Beautiful New England location  Onsite Gym Established reputable brand offering premium products – you’ll be proud to represent Pelican!  And more…     What You May Be Doing: While performing the duties of this job, the employee will be frequently required to execute standard physical activities within the facility areas (i.e. stand, walk, sit, use hands/fingers). While performing the duties of this job, the employee will be frequently required to execute non-standard physical activities within the facility areas (i.e. climb or balance, stoop, kneel, crouch). Ability to lift and/or move up to 10 pounds and occasionally lift and/or move up to 40 pounds.