Customer Service Manager

Customer Service Manager

Job Status: Full-Time
Salary Range: $75,000 – $95,000 base salary per year, depending on experience
Benefits: Employer-paid health insurance, Dental for employee family

Position Summary:

We are a HVAC fabricator and installer looking for a person to supervise a small team, ensuring that our customers are receiving the product that they need.

Key Responsibilities:

• Lead and oversee the daily functions of the customer service team

• Monitor department metrics and collaborate with staff to consistently elevate performance.

• Serve as a key point of contact to resolve customer issues and ensure smooth coordination across sales and operations teams.

• Encourage innovation and drive continuous process improvements within the team.

• Maintain open communication with external sales reps and internal stakeholders to align on goals and address challenges.

• Conduct regular team check-ins to provide coaching, recognize achievements, and address any operational roadblocks.

• Enforce attendance standards and ensure team adherence to company procedures and policies.

• Identify opportunities for improved tools, resources, and workflows to better support the department’s success.

• Proactively manage and resolve customer service escalations with urgency and professionalism.

• Oversee order capacity planning to ensure production timelines align with delivery commitments.

• Support staff with complex order troubleshooting and workflow challenges.

• Organize and assign workloads efficiently to balance team capacity and meet deadlines.

• Provide onboarding and role-specific training for new hires on systems, protocols, and customer service best practices.

• Conduct spot checks to verify order accuracy and adherence to quality standards.

• Track and manage outstanding orders, flagging issues and supporting resolution efforts.

• Work collaboratively with other departments to ensure customer orders are fulfilled accurately and on time.

Skills & Requirements:

• Intermediate proficiency with Microsoft Excel.

• 3 years of experience in customer service role where orders are submitted and fulfilled

• 5 years of sheet metal or field installation experience in a HVAC setting preferred

• Excellent verbal and written communication skills.

• High school diploma or GED required; a degree in Business or related field preferred.