Manager, Customer Service

Job title: Manager, Customer Service

About the Role This is a first-level managerial role responsible for overseeing the delivery of pre- and post-sales services and support to clients. It includes managing customer retention, resolving customer concerns, and developing a strategic approach to customer contact. The role requires cross-functional coordination with manufacturing, sales, field service, order processing, and accounting to ensure timely status updates, production, delivery, and billing inquiries are resolved.

What You'll Do

• Oversee the delivery of pre- and post-sales services and support to clients/customers, with responsibility for customer retention and resolving concerns.
• Define and develop a customer contact strategy and drive improvements in service delivery.
• Analyze operational processes, escalation procedures, and conduct training needs assessments to identify opportunities for service improvements.
• Develop and implement customer service department procedures.
• Liaise between customers and manufacturing, sales, field service, order processing, and accounting to resolve status, production, delivery, and billing inquiries.
• Review warranty claims and develop and manage return materials authorization processes to ensure fast, accurate returns, exchanges, service, and repairs.
• Select, develop, and evaluate personnel to ensure efficient operation; act as first-level manager.
• Receive assignments in the form of objectives and determine how to allocate resources to meet schedules and goals.
• Work on issues of diverse scope requiring evaluation of multiple factors; typically manage a department of Professional track employees, with possible direct or indirect reports.

What We're Looking For

• Experience managing a customer service department and delivering pre- and post-sales services.
• Strong customer retention focus with ability to resolve customer concerns and drive improvements.
• Ability to analyze operational processes, escalation procedures, and conduct training needs assessments.
• Experience developing department procedures and coordinating cross-functionally with manufacturing, sales, field service, order processing, and accounting.
• Experience reviewing warranty claims and managing return materials authorization processes.
• Demonstrated leadership capabilities; first-level managerial position with responsibility for staffing and performance management, including possible direct or indirect reports.
• Ability to translate objectives into resource allocation and actionable plans to meet deadlines.