Customer Service Manager

Interface Inc•Scottsdale, AZ

1d•Onsite

About The Position

Interface, Inc. is a leader in force measurement solutions, designing and manufacturing high-quality load cells, torque transducers, multi-axis sensors, and related instrumentation. Their facility includes corporate offices, a manufacturing facility, an accredited calibration laboratory, and a machine shop. Their engineering team provides solutions to various industries including aerospace, automotive, energy, factory automation, and medical. Interface products can measure a wide range of forces, and they maintain the entire process in-house to ensure the highest performance. The Customer Service Manager is responsible for leading and overseeing all customer service and order management functions, including sales order entry, order processing, and customer communications. This role ensures accurate and timely processing of customer orders while proactively managing expectations for delivery, status updates, and issue resolution both internally and externally. The Customer Service Manager supervises daily customer support activities across phone, email, and chat, ensuring a high level of service and responsiveness. This position partners closely with Sales, Production, and Planning teams to drive operational efficiency, maintain data integrity within ERP and Salesforce.com systems, and support overall business objectives. The role also oversees reporting, customer activity tracking, and continuous improvement initiatives to enhance the customer experience.

Requirements

High School Diploma or GED
3–5 years of customer service experience, including leadership or supervisory responsibilities
Strong leadership and team management skills
Excellent communication and interpersonal skills
High attention to detail and organizational skills
Strong problem-solving and decision-making abilities
Proficiency in ERP systems and CRM platforms

Nice To Haves

Associate’s or Bachelor’s degree, or equivalent experience
Experience with Salesforce or similar CRM systems
Background in manufacturing, supply chain, procurement, or production environments

Responsibilities

Oversee and manage daily sales order processing, including quoted and non-quoted orders, ensuring accuracy, completeness, and timely entry into ERP systems
Supervise order acknowledgment processes, including assignment to the sales team, Salesforce activity updates, and documentation management
Lead front-line customer support operations across phone, email, and chat, ensuring inquiries are resolved promptly or routed appropriately
Oversee resolution of customer inquiries related to order status, logistics, changes, and escalations
Drive proactive customer communication strategies to provide updates on order status, delays, and changes, ensuring a high-quality customer experience
Manage and review daily bookings reports and other key performance and activity reports
Develop, monitor, and analyze reporting related to customer complaints, order changes, status updates, commit date performance, and inbound activity
Oversee e-commerce order processing, including credit card transactions and daily inventory audits for web updates
Partner with Planning and Production teams to review schedules, inventory levels, and order priorities; represent Customer Service in production meetings
Manage and escalate special customer requests, including expedited orders, shipping consolidations, and vendor-related changes
Ensure team maintains a working knowledge of company products, services, and capabilities to effectively support customers
Lead, coach, and develop customer service team members to ensure performance goals and service standards are met
Drive continuous improvement initiatives related to customer service processes, systems, and reporting