Regional Customer Service Manager - Tualatin, OR
About The Position
The Regional Customer Service Manager supports local customer service managers in the day-to-day operation of Customer Service. The role supervises staff and allocates or reallocates work to maintain timely, accurate, high-quality performance and an orderly workflow aligned with business and customer service priorities. It sets an example by embracing the company mission and applying best practices, and contributes to continuous improvement of customer service and merchandising work instructions, procedures, policies, standards, and personalized service. The manager provides coaching and training resources for new and current employees, manages resources to achieve qualitative and quantitative targets, and develops and tracks Customer Service KPIs. The role analyzes statistics and prepares accurate reports to improve service quality, reduce service failures, and help protect margins. It takes ownership of escalated customer issues through resolution, maintains accurate records, and promotes collaboration among customer service, purchasing, sales, design, manufacturing, and shipping. The manager participates in local management lead teams and keeps executive, office, and plant teams informed about trends, potential service issues, and opportunities. Regional travel of 20–30% is required.
Requirements
- Proven working experience leading teams.
- Strong, proven experience in a customer service-related position.
- Excellent knowledge of business methods and techniques.
- Supervisory and management experience.
- Ability to think strategically and lead others.
- Outstanding verbal and written communication skills.
- Advanced troubleshooting, problem-solving, and multitasking skills.
- Demonstrated initiative in personal professional development.
- Proficiency in Microsoft Office.
- Ability to travel regionally 20–30%.
Nice To Haves
- Bachelor’s degree preferred.
- Experience with Amtech/Encore preferred.
Responsibilities
- Support local customer service managers in day-to-day Customer Service operations.
- Supervise staff and allocate tasks to ensure timeliness, accuracy, quality, and performance standards.
- Reallocate workflow through temporary assignments to expedite work and maintain an orderly workflow according to business and department priorities.
- Apply best practices and strategies that support the company mission.
- Develop, implement, and improve customer service and merchandising work instructions, service procedures, policies, and standards, including personalized service practices.
- Coach employees, provide access to training resources, train new employees, and develop staff capabilities in serving internal and external customers.
- Control resources and utilize assets to achieve qualitative and quantitative targets.
- Develop and track Customer Service KPIs, analyze statistics, and compile accurate reports to improve service quality, reduce service failures, and help protect margins.
- Take ownership of escalated customer issues and follow them through to resolution.
- Maintain accurate records.
- Promote collaboration among customer service, purchasing, sales, design, manufacturing, and shipping.
- Participate as an active member of local Management Lead teams.
- Keep executive, office, and plant teams informed about trends, potential service issues, and opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
