NLB Corporation

Lead and manage the customer service team to ensure efficient order processing, customer satisfaction, and continuous improvement. | Requires 3-7 years of customer service and leadership experience, proficiency in Microsoft Dynamics, and strong communication skills. | Job Category: Customer Service & Inside Sales Requisition Number: CUSTO001081 Posting Details Posted: January 21, 2026 Full-Time Locations Showing 1 location Michigan Wixom, MI 48393, USA Pay or shift range: $80,000 USD to $100,000 USD The estimated range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications and other job-related reasons. Job Details Description Department: 55 – General/Managers Job Status: Full Time FLSA Status: Exempt Reports To: VP of Customer Experience Work Schedule: M-F 8:00 am – 5:00 pm Positions Supervised: Customer Service & Inside Sales Representatives Amount of Travel Required: Occasional POSITION SUMMARY The Customer service Manager is responsible for the entire customer service process from inquiry to product shipment. Works in conjunction with other departments, individuals, and branches to ensure customer requirements are met, including the quality of the order process experience, accuracy and on-time deliveries. Included is the ability to clearly communicate both verbally and in writing to meet or exceed customer expectations. Must demonstrate exceptional leadership abilities, possess an exceptional customer service attitude, and project a professional image in dealing with internal and external customers. Must train all customer service representatives at all NLB locations which occasionally includes travel to the branches. Travel to customer locations may sometimes be required. Advance the representative’s skills and product knowledge in all aspects of their jobs to give customers the best service in the industry. Position requires a thorough working knowledge of NLB units, parts and accessories. Must be able to implement various communication systems to accomplish the job. Interact with customers (internal & external) to provide needed information in response to inquiries for products, parts and services and to handle and resolve complaints. Responsible for leading the team in the concept of “Consider It Done”, meaning the task or inquiry will be handled in an expeditious manner without the necessity of further follow up by the customer. Communicate corporate goals to the team on a frequent basis. Essential Functions • Communicate with customers (internal & external) by telephone, electronically, photographically (including video) or in person to provide information about products and services, sell NLB products, process orders, process warranty claims, and obtain details of complaints and resolve them. • Update records of customer interactions and transactions, recording details of inquiries, complaints, and comments. • Ensure that customer orders, quotation and inquiries are processed quickly, accurately and efficiently through the department. • Ensure that appropriate actions are taken to resolve customers' issues. Refers unresolved customer grievances to designated departments for further investigation if necessary. Obtain and examines all relevant information to assess validity of complaints and determines possible causes and resolutions. • Able to review complex drawings and Bill of Materials (BOMs). • Monitor daily activity of customer service representatives and mentor, coach or counsel as appropriate. • Resolve customer service or billing complaints by exchanging or repairing products, issuing credit, or adjusting invoices as necessary within allowable limits. • Proactively recommends improvements in products, packaging, shipping, service, or billing methods and procedures. • Review customer open order report daily and inform the team of their orders and assist in expediting open parts orders through the system. Communicates inventory concerns the Inventory Control Manager. • Must be willing to work extended hours, weekends and holidays as necessary. • Interact with sales and marketing to promote sales and provide information to the Sales Department regarding customer problems, support, technical questions and issues. SKILLS & ABILITIES Education: Associate degree (two year college or technical school) Experience: Three to seven years’ related experience Computer Skills: thorough understanding of Microsoft Dynamics, Outlook, and Excel Other Requirements Possess an associate’s degree and/or significant customer service and technical experience. Outstanding personality, able to diplomatically talk to many customers each day. Must be proficient with all NLB equipment and accessory nomenclature and parts lists. Must be able to communicate effectively with all contacts, both orally and in writing. Strong leadership and decision making skills. PHYSICAL DEMANDS Physical Demands Lift/Carry Stand O (Occasionally) Walk O (Occasionally) Sit F (Frequently) Handling / Fingering O (Occasionally) Reach Outward O (Occasionally) Reach Above Shoulder O (Occasionally) Climb O (Occasionally) Crawl O (Occasionally) Squat or Kneel O (Occasionally) Bend O (Occasionally) 10 lbs or less F (Frequently) 11-20 lbs O (Occasionally) 21-50 lbs O (Occasionally) 51-100 lbs O (Occasionally) Over 100 lbs N (Not Applicable) Push/Pull 12 lbs or less O (Occasionally) 13-25 lbs O (Occasionally) 26-40 lbs O (Occasionally) 41-100 lbs N (Not Applicable) N (Not Applicable) Activity is not applicable to this occupation. O (Occasionally) Occupation requires this activity up to 33% of the time (0 - 2.5+ hrs/day) F (Frequently) Occupation requires this activity from 33% - 66% of the time (2.5 - 5.5+ hrs/day) C (Constantly) Occupation requires this activity more than 66% of the time (5.5+ hrs/day) Other Physical Requirements Vision (Near, Distance, Color, Peripheral, Depth Perception) Sense of Sound (Ability to wear hearing protection in required areas.) Sense of Touch Ability to wear Personal Protective Equipment (PPE) (Ability to wear steel toe shoes, hearing protection, eye protection, and hard hat protection in required areas) WORK ENVIRONMENT The employee is occasionally exposed to moving mechanical parts when in the shop areas. The employee will work in an office environment. The noise level in the work environment is usually moderate. The Company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the Company reserves the right to change this job description and/or assign tasks for the employee to perform, as the Company may deem appropriate. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.