Customer Service & Quotations Manager

Ameron Pole Products•Anniston, AL

About The Position

We are seeking a dynamic and experienced Customer Service & Quotations Manager to lead our customer service and quotations team. This role involves managing a team to ensure high-quality support for customers and regional sales managers, developing and implementing customer service policies, and collaborating with various departments to enhance customer experience and operational efficiency. The ideal candidate will have a strong background in customer service leadership, excellent analytical and problem-solving skills, and a commitment to service excellence.

Requirements

Bachelor’s degree in Business Administration, Communications, or a related field (or equivalent experience).
3–5+ years of experience in customer service, with at least 1–2 years in a leadership or supervisory role.
Strong leadership, communication, and conflict resolution skills.
Experience with ERP systems (Oracle) and CRM platforms.
Ability to analyze performance metrics and drive improvements.
Excellent organizational and problem-solving skills.
Customer-focused mindset with a commitment to service excellence.

Nice To Haves

Experience managing multi-channel customer support teams.
Knowledge of customer experience (CX) strategies and service optimization.
Ability to work in a fast-paced, high-volume environment.

Responsibilities

Lead, coach, and manage a team of customer service and quotations representatives to ensure high-quality customer and regional sales manager support.
Monitor team performance, set KPIs, and provide regular feedback and performance reviews.
Develop and implement customer service policies, procedures, and best practices.
Handle complex or escalated customer complaints and ensure timely resolution.
Analyze customer service metrics (response times, resolution rates, customer satisfaction scores) and implement improvements.
Collaborate with cross-functional teams such as Sales, Engineering, and Operations to address customer needs and feedback.
Ensure consistent communication standards across all support channels (phone, email, chat, etc.).
Train and onboard new customer service staff when necessary.
Identify opportunities to improve customer experience and operational efficiency.
Prepare reports on service performance and present insights to senior management.