Customer Service Manager

Summary

The purpose of this position is to lead and grow all functions of Customer Service (CS), overseeing parts sales, shipping, warranty, and customer service. This role will be responsible for driving overall performance, growth, and the continuous improvement of the CS team, ensuring high levels of service quality while fostering a positive, efficient, and collaborative work environment.

Essential Functions

• Develop a clear vision and strategic direction for the CS department, ensuring all Team Members understand the department’s purpose, and their role within it.
• Lead, mentor, and motivate a team of Customer Service Representatives (CSRs) to achieve individual and departmental goals.
• Clearly define roles, responsibilities, and expectations within the team, establishing a culture of accountability and pride in service delivery.
• Create comprehensive training programs focused on building product knowledge, enhancing CS skills, and reinforcing the department’s goals and standards.
• Oversee customer interactions to ensure they are handled professionally, promptly, and with the highest standards of service.
• Plan, prioritize, and delegate the day-to-day functions of the CS department in a manner that optimizes workflow and plays to individual strengths.
• Resolve escalated customer concerns and complaints, ensuring customer satisfaction while adhering to company policies.
• Regularly review customer feedback and departmental performance metrics to identify trends, address challenges, and make data-driven adjustments to improve service quality.
• Drive initiatives to enhance operational efficiency, streamline processes, improve service delivery, and the growth of parts sales.
• Develop and implement new programs or initiatives to enhance the overall customer experience.
• Support the development of customer-facing resources (e.g., FAQs, knowledge bases to empower customers to self-serve).
• Collaborate with leadership to define and implement goals that drive the department's progress and align with broader company objectives, regularly reviewing and adjusting to promote continuous growth.
• Work closely with sales, production, accounting, and engineering to ensure alignment on customer facing initiatives and communications.
• Ensure all actions are in compliance with rules, regulations, policies, and procedures.
• Complete other duties and cross-training activities as assigned.

Qualifications

• High school diploma or equivalent required
• Bachelor’s degree in business administration or related field of study required
• Minimum three (3) years of leadership experience required
• Minimum two (2) years Customer Service or call center experience required

Specialized Knowledge

• Familiarity with Microsoft Office Suite and ERP Systems
• Knowledge of business and management principles
• Knowledge or experience using Hub Spot or related CRM preferred

Competencies

• Change management experience in growing or scaling a department.
• Experience with customer journey mapping and implementing customer experience improvements.
• Strong analytical skills with the ability to identify trends, generate insights, and implement data-driven solutions.
• Ability to manage multiple priorities in a fast-paced environment.
• Ability to think strategically while also maintaining a hands-on approach to problem solving and team management.

Physical Requirements

• Prolonged periods of sitting or standing at a desk while operating a phone and computer
• Ability to lift up to 50 pounds

Occupational Conditions

• Manufacturing facility – must comply with all safety regulations and PPE requirements

Job Type: Full-time

Pay: $70,000.00 - $80,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Day shift

People with a criminal record are encouraged to apply

Education:

• Associate (Required)

Experience:

• Customer service: 2 years (Required)
• Management: 2 years (Required)

Ability to Commute:

• Maryville, TN 37801 (Required)

Ability to Relocate:

• Maryville, TN 37801: Relocate before starting work (Required)

Work Location: In person

Salary : $70,000 - $80,000