Customer Service Manager

Spectrum Safety Solutions:

With approximately 1,500 employees operating in more than 20 countries, Spectrum Safety Solutions is a global leader in fire detection and suppression solutions for high-hazard applications across verticals such as critical infrastructure, oil and gas, marine and clean energy. Our global team leverages strong customer relationships across four recognized brands, Det-Tronics, Marioff, Autronica, and Fireye, to deliver differentiated lifecycle solutions and advance growth across key segments. Carved out from Carrier’s Fire & Security business in July 2024, Spectrum Safety Solutions is now a privately-held company under the ownership of Sentinel Capital Partners.

Det-Tronics:
We make the world a better place to live! At Spectrum’s Det-Tronics, we build and maintain comfortable, accessible, efficient, healthy, safe, secure, and sustainable environments. Det-Tronics is a $180M technologically innovative, projects-based global brand protecting customers in many challenging environments with high end flame and gas detection products and systems. Det-Tronics is a part of Spectrum Safety Solutions and has a global footprint with manufacturing sites in the U.S. and sales presence in all key geographies.

Job Overview:

We are seeking a dedicated and experienced Customer Service Manager to lead and oversee our North America customer service team. The ideal candidate will have excellent communication skills, strong leadership abilities, and a deep commitment to providing exceptional service to our customers. As the Customer Service Manager, you will be responsible for improving customer satisfaction, driving team performance, and ensuring operational efficiency within the customer service department.

Key Responsibilities:

• Team Leadership and Development:
  • Lead and manage a team of customer service representatives.
  • Provide coaching, mentoring, and performance evaluations to team members.
  • Establish performance goals and metrics, ensuring team members meet or exceed them.
  • Facilitate regular training sessions to improve skills and customer service knowledge.
• Customer Satisfaction and Relationship Management:
  • Oversee the resolution of customer complaints and issues in a timely and professional manner.
  • Monitor customer interactions to ensure quality service and consistency.
  • Develop and implement strategies to enhance customer loyalty and satisfaction.
  • Act as a point of escalation for complex or high-priority customer issues.
• Operational Efficiency:
  • Develop and enforce customer service policies and procedures.
  • Analyze customer service data to identify trends and areas for improvement.
  • Ensure the customer service team operates efficiently, with minimal errors and delays.
  • Collaborate with other departments to streamline processes and improve the overall customer experience.
• Reporting and Analysis:
  • Prepare and present regular reports on team performance, customer feedback, and operational challenges.
  • Use customer feedback to inform strategic decisions and improve service quality.
• Collaboration and Cross-Functional Support:
  • Work closely with other departments (Sales, Marketing, Product Development) to address customer needs and align service initiatives with business objectives.
  • Act as a liaison between customers and internal teams to ensure customer needs are understood and addressed.
• Compliance and Quality Assurance:
  • Ensure that all customer service operations comply with company policies, industry regulations, and legal requirements.
  • Conduct quality assurance checks to ensure high standards of customer service.

Qualifications:

• Bachelor’s degree in Business, Communications, or a related field (or equivalent experience).
• 3 years of experience in a customer service or management role.
• Proven leadership skills with the ability to motivate and guide teams.
• Strong problem-solving and conflict-resolution abilities.
• Excellent communication (written and verbal) and interpersonal skills.
• Knowledge of customer service software (CRM systems) and tools.
• Ability to analyze data and use it to drive decisions.
• Strong organizational and time-management skills.