Customer Service Manager

Morris South • Charlotte, NC

7h

About The Position

The Customer Service Manager is responsible for leading, developing, and managing the Customer Service/Parts team to ensure exceptional customer experiences and operational excellence. This role oversees daily departmental activities, drives performance through KPIs, manages customer escalations, and leads continuous process improvement initiatives. The Customer Service Manager collaborates cross-functionally with internal teams and external partners to remove barriers, improve execution, and enhance customer satisfaction.

Requirements

• Bachelor's Degree or equivalent experience demonstrated experience.
• High level of technical skill as demonstrated in prior experience and education.
• Ability to communicate effectively and articulate offerings tailored to customer needs.
• High integrity and ethical thought processes
• Experience using CRM such as Salesforce, ERP systems such as Dynamics D365, and PowerBI reports,
• Expert Microsoft Office Suite user

Responsibilities

• Recruit, hire, onboard, train, coach, and motivate customer service representatives.
• Monitor individual and team performance against established standards and expectations.
• Foster a culture of accountability, engagement, and continuous improvement.
• Oversee daily activities within the Parts/Customer Service department.
• Ensure workloads are balanced effectively across the team.
• Establish, track, and report on department Key Performance Indicators (KPIs).
• Serve as the primary point of contact for escalated customer complaints or issues.
• Ensure customers are kept informed and resolutions are communicated clearly and professionally.
• Partner with internal teams to drive timely and effective outcomes.
• Develop training tools and resources for Parts Administrators and customer service staff.
• Create and maintain policies and procedures for handling customer parts inquiries.
• Utilize data and reporting to identify trends, root causes, and opportunities to improve customer satisfaction.
• Implement solutions that improve efficiency, accuracy, and the customer experience.
• Work cross-functionally with Service, Productivity, and other internal teams.
• Collaborate externally with OEMs and third-party vendors to ensure alignment.
• Identify and eliminate barriers that impact execution and customer outcomes.
• Perform related duties as required
• The duties listed above are intended only as illustration of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar or a logical assignment to the position.

Benefits

• Competitive starting salary
• Market competitive comprehensive health benefits including a zero premium medical plan offering, vision, dental, and company paid life insurance
• 3+ Weeks’ Vacation to Start
• 10 Company Paid Holidays
• 401(k) retirement plan with company contribution
• Tuition reimbursement
• Employee appreciation events and perks
• Employee Assistance Program

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 501-1,000 employees