Job Description

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.

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