Customer Service Manager

BEST Pump & Flow•Fort Worth, TX

About The Position

The Customer Service Manager is responsible for ensuring customer satisfaction and overseeing the Customer Service Department. The position reports to the Director of Operations and keeps them informed of departmental activities. The manager leads customer service operations, develops team capability and service procedures, supports customer orders, issues, warranties, and field locations, and works with Sales, Operations, and Logistics to meet customer needs and delivery commitments. The role also oversees consignment activities, maintains customer-service records and reporting, monitors on-time delivery performance, and identifies opportunities to improve customer loyalty and service processes. The position requires at least 40 hours per week unless otherwise directed by the manager. The job description notes that duties may change as employer needs and job requirements change. Essential functions may be evaluated and reasonable accommodation considered for employees or applicants with disabilities, as described under the ADA.

Requirements

Proven working experience as a Customer Service Manager.
Experience providing customer service support.
Excellent knowledge of management methods and techniques.
Proficiency in 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.
Ability to maintain a positive, empathetic, and professional attitude toward customers.
Able to read, speak, and write English.
Ability to use sophisticated computer software programs to perform job functions.
Able to work under stressful conditions at times.
Fine motor skills for typing, 10-key use, 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 perform frequent sitting, standing, walking, speaking, hearing, gripping, reaching, writing, data entry, and handling of paper and files; occasional bending, stooping, twisting, and lifting.

Responsibilities

Oversee the daily operations of the customer service department.
Collaborate with 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 customer service process efficiency.
Recruit, mentor, and develop customer service agents and foster an encouraging, empowering environment.
Keep up 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.
Collaborate cross-functionally 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.