Customer Service Manager

Emerson • Tulsa, OK

5h

About The Position

The Customer Service Manager is responsible for leading and overseeing the daily
operations of the customer service team that supports our sales engineering
team. This role ensures exceptional customer experience, process improvements,
managing team performance, and aligning service strategies with overall business
objectives with Emerson partners. In this role, you will be a strong leader with
a passion for
customer satisfaction, operational excellence, and continuous
improvement.

As a Customer Service Manager, you will:

Supervise customer service team members in supporting product lead time
quotations, pricing confirmations, sales order entry, order status inquiries,
change order coordination, and complaint resolution.
Oversee order management, customer communications, issue resolution, and
cross-functional coordination to support production, sales, and supply chain
operation
Monitor team key performance indicators (KPIs) and take proactive action to
ensure performance goals are achieved.
Provide day-to-day operational support to the Sales Engineer and Project
Manager, collaborating cross-functionally with the McKinney and Stafford
teams to ensure seamless coordination and effective support.
Partner with Sales Managers, Product Managers, Business Development Managers,
Engineering, Production Planning, Purchasing, Manufacturing Engineering, and
Finance to deliver customer-focused solutions while maximizing profitability
Act as a liaison between customers and internal departments to ensure
alignment and timely issue resolutions
Develop measurable product knowledge standards for all supported product
lines
Prepare and deliver presentations to audiences at various organizational
levels throughout the Pressure Management business group
Maintain accurate records, databases, order documentation, and lead time
quotes to ensure data integrity and accessibility.

Requirements

• Bachelor's degree or equivalent experience in related industry
• 7+ years of sales, inside sales, or customer service experience in a manufacturing environment
• 5+ years of leadership or supervisory experience
• Ability to manage and work cross functionally within a matrixed organization
• Strong leadership, communication, and problem-solving skills
• Proficiency in Microsoft Office

Nice To Haves

• Experience in oil & gas, industrial equipment, or engineering-to-order manufacturing
• Oracle knowledge and experience

Responsibilities

• Supervise customer service team members in supporting product lead time quotations, pricing confirmations, sales order entry, order status inquiries, change order coordination, and complaint resolution.
• Oversee order management, customer communications, issue resolution, and cross-functional coordination to support production, sales, and supply chain operation
• Monitor team key performance indicators (KPIs) and take proactive action to ensure performance goals are achieved.
• Provide day-to-day operational support to the Sales Engineer and Project Manager, collaborating cross-functionally with the McKinney and Stafford teams to ensure seamless coordination and effective support.
• Partner with Sales Managers, Product Managers, Business Development Managers, Engineering, Production Planning, Purchasing, Manufacturing Engineering, and Finance to deliver customer-focused solutions while maximizing profitability
• Act as a liaison between customers and internal departments to ensure alignment and timely issue resolutions
• Develop measurable product knowledge standards for all supported product lines
• Prepare and deliver presentations to audiences at various organizational levels throughout the Pressure Management business group
• Maintain accurate records, databases, order documentation, and lead time quotes to ensure data integrity and accessibility.

Benefits

• We provide a variety of medical insurance plans, with dental and vision coverage, Employee Assistance Program, 401(k), tuition reimbursement, employee resource groups, recognition, and much more.
• Our culture offers flexible time off plans, including paid parental leave (maternal and paternal), vacation and holiday leave.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level