Customer Service Manager
Door Controls USA • Ben Wheeler, TX16d
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Customer Service Manager
Door Controls USA•Ben Wheeler, TX
About The Position
The Customer Service Manager is responsible for leading, developing, and supporting the Customer Service team while ensuring an exceptional customer experience. This position oversees daily customer service operations, drives accountability and performance, resolves escalated customer concerns, and partners with cross-functional teams to support company objectives. The Customer Service Manager is expected to model and promote Door Controls USA's Core Values in every interaction with customers, teammates, and business partners.
Requirements
- Minimum 5 years of customer service experience.
- Minimum 2 years of leadership or supervisory experience.
- Strong communication, interpersonal, and conflict-resolution skills.
- Excellent organizational and problem-solving abilities.
- Ability to manage multiple priorities in a fast-paced environment.
Nice To Haves
- Experience in manufacturing, distribution, construction, doors, hardware, or related industries.
- Experience with ERP, CRM, and Microsoft Office applications.
- Process improvement and continuous improvement experience.
Responsibilities
- Lead, coach, and develop Customer Service Representatives to achieve departmental and organizational goals.
- Foster a positive, collaborative, and accountable work environment.
- Conduct regular performance discussions, training, and development activities.
- Establish clear expectations and provide ongoing feedback to team members.
- Ensure customers receive timely, accurate, and professional support.
- Manage and resolve escalated customer issues while maintaining strong customer relationships.
- Monitor customer feedback and identify opportunities to improve service delivery.
- Serve as a customer advocate within the organization.
- Monitor departmental metrics and service performance.
- Identify and implement process improvements that increase efficiency and customer satisfaction.
- Partner with Sales, Operations, Purchasing, Technical Support, Shipping, and Accounting to resolve customer concerns and improve processes.
- Support the development and maintenance of customer service procedures and best practices.
- Facilitate effective communication across departments.
- Ensure customer expectations are communicated and managed appropriately.
- Participate in leadership meetings and strategic initiatives.
- Promote teamwork and collaboration throughout the organization.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Job Search Resources
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