Customer Service Manager

Job Title: Customer Service Manager (rotating equipment repairs)

Location: La Porte, TX

Job Type: Full-Time

Reports To: Director of Project Management

Job Summary

FOX is seeking a dedicated and experienced Customer Service Manager (CSM) to join our dynamic team. As the Customer Service Manager, you will oversee all aspects of customer service, ensuring that our clients receive exceptional service throughout their experience with our rotating equipment repair shop. You will act as the primary liaison between the customer and the shop, manage customer inquiries, resolve issues, and ensure high levels of satisfaction while contributing to the overall success of our business.

Key Responsibilities

• Customer Relations: Act as the primary point of contact for customers, handling inquiries, concerns, and complaints. Provide timely and professional resolutions to ensure customer satisfaction.
• Process Improvement: Identify areas of improvement within the customer service process, implementing strategies and procedures to increase efficiency and overall customer experience.
• Quality Assurance: Ensure all customer interactions meet the company’s quality standards. Monitor team performance and provide coaching and feedback to improve service delivery.
• Repair Shop Coordination: Work closely with the repair team to keep customers informed about the status of their repairs, including estimated timelines, costs, and any issues that may arise during the process.
• Customer Feedback: Gather and analyze customer feedback to drive service improvements. Develop strategies to address recurring issues or concerns.
• Record Management: Maintain accurate records of customer interactions, transactions, and service-related issues. Prepare reports as needed for upper management.
• Billing & Payments: Assist customers with billing inquiries, payment processing, and warranty details, ensuring accurate and transparent information is provided.
• Scheduling & Workflow Coordination: Create repair schedules and allocate work efficiently to avoid bottlenecks and delays. Monitor shop workflow to ensure timely completion of repairs while maintaining a high level of quality.
  
  

Requirements

• Proven experience (3 years) in customer service, preferably within a rotating equipment manufacturing or repair shop environment.
• Excellent communication and interpersonal skills, with a customer-first mentality.
• Problem-solving skills and the ability to handle difficult situations with professionalism.
• Ability to work in a fast-paced environment, manage multiple priorities, and stay organized.
• Basic knowledge of rotating equipment manufacturing and repair processes and industry terms.
• Proficient with customer service software and Microsoft Office Suite.
• Strong attention to detail and commitment to maintaining a safe and clean work environment.
  
  

Preferred Qualifications

• Engineering or technical degree preferred, and/or proven prior relevant experience.
• Previous experience with rotating equipment repair shops.
• Knowledge of OSHA regulations and workplace safety standards.
  
  

Physical Requirements

• Ability to stand, walk, and lift heavy objects as required.
• Comfortable working in a shop environment with exposure to noise, dust, and various mechanical equipment.