Customer Service Manager

PF Holdings•Fort Worth, TX

About The Position

Best Pump and Flow, a PF Holdings company based in Fort Worth, Texas, is a manufacturer serving the oil and gas industry. The Customer Service Manager is responsible for ensuring customer satisfaction and overseeing the customer service department. This position reports to the Director of Operations and keeps them informed about department activities. The role oversees customer support, order processing, warranty and field-location support, sales-to-support transitions, service procedures, reporting, and customer service team development. It also coordinates with Sales, Operations, Logistics, sites, and field service teams to meet customer needs and delivery commitments, including monitoring on-time delivery performance and managing the consignment program. The position requires at least 40 hours per week unless otherwise directed by the manager. The job description states that its responsibilities describe the general nature and level of the work and may change as employer needs change. Essential functions will be evaluated as necessary if an employee or applicant cannot perform them because of a disability, and reasonable accommodation will be made when possible. The company is an equal opportunity employer and does not make employment decisions based on protected characteristics under applicable law.

Requirements

Proven working experience as a Customer Service Manager.
Experience providing customer service support.
Excellent knowledge of management methods and techniques.
Proficiency in English; able to read, speak, and write English.
Working knowledge of customer service software, databases, and tools.
Awareness of the industry's latest technology trends and applications.
Ability to think strategically and lead.
Strong client-facing and communication skills.
Advanced troubleshooting and multitasking skills.
Customer service orientation.
Ability to remain calm when customers are stressed or upset.
Maintain a positive, empathetic, and professional attitude toward customers at all times.
Ability to use sophisticated computer software programs to perform job functions.
Ability to work under stressful conditions at times.
Fine motor skills for typing, 10-key, and writing for extended periods.
Ability to communicate by phone and with personnel and vendors.
Ability to see a computer screen and climb stairs.
Able to work a minimum of 40 hours per week unless otherwise directed by the manager.

Responsibilities

Oversee the daily operations of the customer service department.
Collaborate with company sites and field service teams.
Engage with customers and foster customer engagement with Best Pump and Flow to build effective relationships and product loyalty.
Process customer orders in a timely manner.
Take ownership of customer issues and follow problems through to resolution.
Respond to customer queries and complaints in a timely manner.
Oversee product warranty requests and coordinate with internal representatives, including the RMA process.
Oversee field-location support to ensure timely, effective, and thorough responses that enhance customer satisfaction and product loyalty.
Develop and oversee the transition from the external sales team to internal customer support.
Develop service procedures, policies, and standards.
Maintain accurate records of customer service actions, discussions, comments, transactions, and complaints.
Analyze statistics and compile accurate reports.
Provide feedback on the efficiency of the customer service process.
Recruit, mentor, and develop customer service agents, fostering an environment where they can excel through encouragement and empowerment.
Keep current with industry developments and apply best practices to areas for improvement.
Develop a process and data-collection repository to understand market pricing for products.
Maintain an orderly workflow according to priorities.
Set a clear mission and deploy strategies focused on that mission.
Oversee the consignment program, from deployment through backfill requirements.
Review and verify sales orders for accuracy, completeness, and alignment with customer expectations.
Monitor and maintain on-time delivery performance and drive continuous improvement in this metric.
Collaborate with Sales, Operations, and Logistics to support customer requirements and delivery commitments.
Develop a deep understanding of customer needs, including product demand patterns, special requirements, and recurring issues.
Perform other duties as required.