Customer Service Manager

We're Hiring: Customer Service Manager (Manufacturing / Printing)

Location: Menomonee Falls, WI (on-site)

Reports to: VP of Sales & Marketing

Are you a seasoned customer service leader ready to revolutionize how customer success is delivered in a manufacturing setting? Do you have a proven track record driving change, developing people, and implementing scalable processes? If yes, we want to hear from you.

About the Role

As Customer Success Manager, you will be the driving force behind transforming our customer service function into a proactive, value-driven experience. You’ll lead strategic initiatives, streamline operations, and champion cross-functional collaboration, all while building a high-performing, customer-centric team.

This is not your traditional customer service leadership role — we’re looking for a strategic thinker, change agent, and people developer who can lead a modern Customer Success function in a complex, fast-paced industrial environment.

What You'll Do

Lead and evolve the Customer Success team to enhance the customer experience at every touchpoint.

Identify and implement operational improvements across customer journeys, including order accuracy, proof cycles, and order completion performance.

Champion cross-functional collaboration with Sales, Engineering, Quality, Estimating, Shipping, and Production to deliver seamless customer interactions.

Leverage technology and data to improve workflows and drive customer engagement.

Recruit, mentor, and inspire team members aligned with our core values: Determination, Respect, Appreciation, Fun, and Trust.

Success in This Role Means

Achieving and exceeding KPIs related to customer satisfaction, process efficiency, and team performance.

Implementing scalable processes that improve consistency and reduce friction.

Creating a proactive culture where customer success is a shared responsibility across departments.

Requirements

What You Bring

10+ years of progressive experience in customer service roles within printing, manufacturing, or industrial environments, with increasing levels of responsibility

5+ years of leadership experience, including hiring, training, coaching, and performance management.

Proven track record of driving process improvements, acting as a change agent, and leading cross-functional initiatives.

Strong skills in customer journey mapping, technology implementation, and data-driven decision-making.

Familiarity with ERP systems, CRM systems, and customer success platforms.

A deep commitment to people development, continuous improvement, and living company values every day.

Bonus If You Have

Experience designing customer self-service tools or automated communication workflows.

Familiarity with metrics such as Order Entry Cycle Time or Order Accuracy from a production or supply chain environment.

A passion for leading by example and fostering a fun, high-trust team culture.

TLP is committed to creating a workplace where people come to grow, thrive, and make a real impact. If you’re looking for a leadership opportunity where you can reshape the customer experience and elevate a high-performing team, we invite you to apply.