Manager, Customer Service

Quantix SCS • La Porte, TX

1d

About The Position

The Manager, Customer Service oversees a team of specialists dedicated to delivering exceptional service and strengthening customer relationships. This role is responsible for managing daily departmental operations, developing talent, and building customer-centric strategies aligned with company objectives. With a focus on continuous improvement, the Manager identifies service trends, drives process enhancements, and partners cross-functionally to ensure a consistent and elevated customer experience. This leader plays a critical role in advancing our Responsible Care goals while fostering a collaborative, performance-driven culture.

Requirements

• Bachelor's Degree in Business, Communications, or related field preferred.
• Minimum 5–7 years of experience in customer service or account management, with at least 2 years in a leadership role.
• Proven ability to coach and inspire teams, manage performance, and drive results in a service-driven environment.
• Advanced analytical, organizational, and conflict-resolution skills.
• Ability to communicate effectively across all levels of the organization and with external stakeholders.

Nice To Haves

• Experience leading projects or service transformations preferred.

Responsibilities

• Lead, coach, and develop the customer service team, ensuring high levels of engagement, productivity, and professional growth.
• Monitor day-to-day operations to ensure accurate and timely handling of all customer inquiries, orders, escalations, and special requests.
• Establish and track KPIs related to service quality, order accuracy, response time, and customer satisfaction; provide actionable insights.
• Collaborate closely with Sales, Operations, and Supply Chain teams to resolve issues, align priorities, and streamline information flow.
• Represent the department in internal and external meetings, advocating for customer needs and contributing strategic input.
• Handle escalated customer issues, providing guidance and resolution while identifying root causes and systemic fixes.
• Drive process improvements that elevate service levels, reduce errors, and increase team efficiency.
• Lead team meetings, training sessions, and one-on-one check-ins to ensure alignment and performance accountability.
• Contribute to system enhancements or service model upgrades by offering customer service perspective and testing support.
• Maintain compliance with industry regulations, customer-specific protocols, and company policies including Responsible Care standards.
• Support talent acquisition, onboarding, and succession planning for the Customer Service department.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 1,001-5,000 employees