Customer Service Manager

Integrated Power Services•Rock Hill, SC

42d

About The Position

IPS is seeking dedicated Office and Customer Service Manager to be the backbone of our innovative team. At IPS, we know that great ideas and groundbreaking projects rely on exceptional support behind the scenes. Your professional growth and development are our priority, so your opportunities here are unlimited. We care for our team members, offering a comprehensive benefits package, work-life balance, and job stability. If you thrive in a fast-paced environment where you will be recognized and appreciated, you would be a great fit at IPS. Responsibilities and Expectations: As a Customer Service Manager for IPS, you will serve as the primary point of contact for our customers throughout their motor repair experience—from quote to delivery of the motor. The Customer Service Manager will be responsible for developing and training their team. Who We Are: At Integrated Power Services (IPS), we're committed to empowering you to make a meaningful impact. As the industry's leading and fastest-growing service provider, IPS offers single-source electromechanical and power management solutions to enhance the reliability of critical infrastructure across North America and the United Kingdom. We serve over 30,000 essential customer locations, from renewable energy pioneers to hospitals, manufacturers, and municipalities, helping them avoid costly downtime and ensure mission-critical operations. When you join IPS, you're joining a team that's revolutionizing equipment and process reliability across diverse sectors, from power generation to petrochemicals, and beyond. You'll learn from industry experts, grow alongside a talented workforce, and be part of a company that is built on the Shared Values of Safety, Integrity, Teamwork, Accountability, Customer Focus, and Entrepreneurial Spirit.

Requirements

Technical background with electrical and/or mechanical products preferred
3 or more years of customer service experience in an industrial environment or equivalent education preferred
Excellent interpersonal skills, including the ability to build rapport with current and potential customers
Critical attention to detail
Excellent communication skills, both oral and written
Ability to understand, perform and retain various job-related training
Flexible with hours, overtime, and some weekend work

Responsibilities

Develop and implement training programs that focus on customer service best practices, communication skills, product knowledge, and problem-solving
Responsible for overseeing the daily operations of the customer service department
Communicate with customers in all aspects.
Research and communicate with IPS vendors on parts and part delivery.
Assist in achieving financial targets set out by the Annual Operating Plan (AOP)
Develop and present quotations and technical and commercial proposals to customers.
Review customer purchase orders for accuracy and compliance with the quotation.
Help mediate critical issues with customers.
Ensure that all customer requirements, including inspections, data collection, and material delivery, are met.
Led the effort to improve key customer-facing metrics: (time to quote, approval to ship, and ship to invoice) as well as key IPS metrics: (margin performance vs. work plans, labor utilization, direct and indirect costs).
Work with the repair shop to determine the most efficient repair pricing for customers.
Review mechanic tear-down sheets to provide customers with the best possible pricing while achieving the best possible margins for the service center.
Review parts requested by mechanics to determine cost (get quotes on non-stock parts from the appropriate manufacturer) and order where appropriate.
Use in-house resources for assistance (SMEs).
Estimate labor hours for quoting purposes & material pricing. Determine if replacement is a more economical option.
Research historical pricing to determine the right price to win repair jobs.
Work with the sales team to alter pricing where appropriate.
Price Field Service jobs on a time and materials basis.
Input pricing for completed jobs and prep job for A/R to generate an invoice