CUSTOMER SERVICE MANAGER
About The Position
We are seeking a Customer Service Manager to own and develop the customer relationship team as they support our distributor network across the Americas. As no two days are ever the same in customer service, you'll always have the ability to create amazing relationships that contribute to our success by using your passion for problem solving, going above and beyond and working to provide industry-leading service. Our customer service specialists are known for going the extra mile and as the manager of that team we have high expectations that you will motivate and engage your team throughout the working day. We actively promote a team culture to achieve KPIs, while also being able to manage performance, deliver feedback and drive positive change.
Requirements
- 3+ years of leadership experience managing teams required
- Experience working with distributor-based sales channels required
- Familiarity with ERP systems
- Highly proficient in Microsoft Office including Teams, Outlook, Excel, Word and PowerPoint
- Highly proficient in SharePoint
- Strong problem-solving and decision-making skills
- Excellent communication and interpersonal skills
Nice To Haves
- Bachelor’s degree preferred.10-15 years of experience in lieu of education
- 5+ years of customer service experience in a manufacturing or industrial environment preferred
- Experience in compressor systems, rotary screw equipment, or industrial machinery
- Bilingual capabilities (English/Spanish) preferred
Responsibilities
- Lead, coach, and develop a team of customer service representatives to achieve high performance and professional growth
- Establish clear expectations, performance metrics, and development plans for each team member
- Conduct regular one-on-ones, performance reviews, and career development conversations
- Foster a positive, engaged, and accountable team culture built on trust, respect, and collaboration
- Identify talent gaps and develop training programs to enhance product knowledge, communication skills, and service execution
- Champion employee engagement and retention through recognition, mentorship, and growth opportunities
- Ensure timely, accurate, and consistent responses to distributor inquiries, orders, and technical support needs
- Serve as an escalation point for complex customer issues, driving resolution with urgency and professionalism
- Partner closely with Sales, Operations, Engineering, and Supply Chain teams to deliver a seamless distributor experience
- Continuously evaluate and improve service processes to enhance responsiveness, efficiency, and customer satisfaction
- Monitor KPIs such as response time, order accuracy, and customer satisfaction
- Analyze workflows and identify opportunities to streamline processes and reduce waste
- Implement best practices for order management & communication
- Utilize data and customer feedback to drive continuous improvement initiatives
- Collaborate with cross-functional teams to improve systems, tools, and reporting capabilities
- Support ERP system enhancements to improve service outcomes
Benefits
- medical
- dental
- vision
- Short and Long-term disability
- a 401K match of 6%
- a quarterly gain sharing (profit sharing) program
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What This Job Offers
Job Type
Full-time
Career Level
Manager
