Customer Service Manager

We're Hiring: Manager, Customer ServiceLocation: 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 facilitiesDrive customer satisfaction and operational performance through data analytics, KPIs, and continuous improvement initiativesPartner cross-functionally with Operations, Sales, Marketing, Supply Chain, and Leadership teams to resolve issues and improve service deliveryAct as the "Voice of the Customer," identifying trends, opportunities, and solutions that improve the customer experienceDevelop and execute customer service strategies, workflows, and operational goals that support business growthMonitor team performance, resource allocation, call volume, and workflow efficiency to ensure service excellenceLead process improvement initiatives and help implement scalable systems and best practicesChampion SAP initiatives and support development of procedures, documentation, and process standardsSupport budgeting, capacity planning, and operational forecasting effortsBuild strong partnerships across the organization to improve communication, responsiveness, and collaborationProvide leadership and direction through change management and strategic initiativesEnsure compliance with applicable regulatory requirements including FAR, ITAR, and FCPA standardsLead large-scale customer service projects and continuous improvement initiativesPerform 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 methodologiesTraining and experience in an ISO 9001 (2015) and/or ISO 14001 environmentExperience 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 ProgramQuarterly Employee Celebration DaysPeer to Peer Recognition ProgramService 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.