Senior Customer Service Manager

Standex•Sugar Land, TX

About The Position

The Senior Customer Care Manager is responsible for leading and optimizing the day-to-day operations of the Customer Service Department. This role ensures consistent, high-quality customer experiences by managing people, processes, systems, and performance metrics. The manager partners cross-functionally with Sales, Supply Chain, Quality, IT, and Finance to resolve issues, improve efficiency, and drive continuous improvement.

Requirements

Bachelor’s degree in business, Operations, or a related field (or equivalent experience).
Strong understanding of customer service metrics, ERP workflows, and best practices.
Ability to lead teams and manage change.
Work cross-functionally with procurement, supply chain, operations, sales, and finance to improve efficiency, accuracy, and overall customer experience.

Nice To Haves

Experience in manufacturing, distribution, or technical customer support environments.
Experience with CRM and ERP platforms (e.g., Salesforce, Zendesk, SAP, Oracle)
Lean, Six Sigma, or continuous improvement experience

Responsibilities

Oversee teams supporting account management, quotes, and order processing.
Oversee daily customer care operations, ensuring service levels, response times, and resolution targets are met.
Keeping ahead of developments in customer service, working with senior management to create new strategies, and implementing these new strategies within the department to improve the quality of service.
Partner with IT and business teams on system enhancements and integrations.
Develop, document, and continuously improve customer care processes and standard operating procedures (SOPs)
Identify operational bottlenecks and implement scalable solutions to improve efficiency, accuracy, on-time delivery, and customer satisfaction.
Ensure effective use of ERP systems
Support CRM implementation and optimization of CRM (Salesforce.com) and data quality standards.
Lead continuous improvement initiatives to reduce errors, rework, and cost-to-serve.
Establish and maintain SOPs for order management, returns, credits, and claims.
Lead, coach, and develop Customer Service representatives.
Coach teams on consultative communication and customer relationship management.
Set clear performance expectations and conduct regular coaching and performance reviews.
Foster a customer-centric, accountable, and collaborative team culture.
Support hiring, onboarding, and training initiatives
Act as an escalation point for complex or high-impact customer issues.
Analyze customer feedback, complaints, and trends to drive corrective actions.
Partner with internal & external stakeholders to resolve root causes and prevent recurring issues.
Champion customer advocacy across the organization
Define and track KPIs.
Use data to drive continuous improvement and strategic decision-making.
Support customer care transformation initiatives, including automation and system enhancements