Customer Service & Quotations Manager

Arcosa Careers • Anniston, AL

7d

About The Position

This role involves leading, coaching, and managing a team of customer service and quotations representatives to ensure high-quality support for customers and regional sales managers. The position requires developing and implementing customer service policies, handling escalated complaints, analyzing performance metrics, and collaborating with cross-functional teams to enhance customer experience and operational efficiency. The manager will also be responsible for training new staff and preparing performance reports for senior management.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager