Customer Service Manager

Customer Service Manager (Hot Melt Adhesives & Glue Guns)

Location: Charlotte, NC
Department: Customer Service & Sales
Type: Full-Time
Experience: Mid-Level (5–10 years)
Education: BS/BA preferred

About GLS Products, LLC

Founded in 2003, GLS Products, LLC is a sales, marketing, and distribution company specializing in industrial hot melt glue sticks, bulk adhesives, and applicators. We proudly serve customers across industries such as woodworking, packaging, and construction.

We offer a competitive salary, 401(k), healthcare allowance, and paid vacation.

Position Overview

The Customer Service Manager will support an established sales base of $4–6 million with a pipeline projected to grow by 15% annually. This role requires a hands-on, detail-oriented professional who can thrive in a small business office environment. The successful candidate will manage customer orders, generate sales orders and invoices, resolve issues promptly, and maintain excellent customer relationships through daily communication.

Key Responsibilities

• Deliver professional, timely customer service across phone and email.
• Manage order processing, confirmations, tracking, and invoicing through Fishbowl Inventory and QuickBooks Online.
• Resolve order-related issues, including shipping and invoicing discrepancies.
• Develop a thorough understanding of products to communicate features and benefits effectively.
• Identify upselling and cross-selling opportunities.
• Assist with sales forecasting to support supplier procurement.
• Maintain accurate and current pricing within QuickBooks/Fishbowl.
• Create and update standard operating procedures for customer service workflows.
• Provide weekly reports on sales orders, backorders, and open invoices.
• Respond to RFQs promptly and manage all related documentation.

Daily Tasks

• Enter orders in Fishbowl and Salesforce.
• Generate sales orders, purchase orders, invoices, and process credit card transactions.
• Handle customer issues while evaluating processes for efficiency.
• Answer incoming calls and communicate order status via email.
• Maintain inventory accuracy, replenish parts, track purchase orders, and monitor vendor lead times.
• Prepare customs documentation for international shipments (Canada, Mexico).
• Manage repair and warranty processes, including RA tracking and invoicing.

Qualifications

• Minimum of 5 years of customer service experience (distribution, manufacturing, or industrial supply preferred).
• Strong communication skills with the ability to engage with customers daily.
• Detail-oriented with excellent organizational and time-management skills.
• Flexible and adaptable to a small business environment.
• Ability to multitask and manage competing priorities.
• Proficiency in QuickBooks Online, Fishbowl, Salesforce, or similar ERP/CRM systems.
• Must be a team player with a proactive and positive approach.