Customer Service Manager

About the Role

Manages and directs the daily activities of the Customer Service Team. Makes recommendations to improve productivity, quality, and efficient delivery of products and services; maintains compliance with company policies and procedures and implements plans to accomplish goals. Leads and directs the work of others, determines workflow and scheduling, and proactively solves problems for both customers and employees. Ensures all customers are assisted in a professional, courteous, reliable, honest, and responsive manner, with their needs or complaints addressed in a timely fashion.

Responsibilities

• Aids Regional Manager in achieving annual revenue, profit, and staffing plans.
• Hires and maintains a productive staff.
• Supervises, mentors, and develops a team of Customer Service Representatives and other positions as directed by the Regional Manager.
• Provides regular performance feedback, conducts evaluations, and implements performance improvement plans when necessary.
• Manages scheduling, workload distribution, and daily staffing needs to ensure adequate coverage.
• Fosters a positive, collaborative, and customer-focused team culture.
• Manages all incoming customer inquiries via phone, email, and other communication channels to ensure timely and accurate customer service.
• Handles order entry, returns, and customer account updates for accuracy and compliance with company policies.
• Resolves escalated customer issues professionally and efficiently.
• Ensures the team follows established procedures and meets departmental service standards.
• Identifies opportunities to enhance customer service processes, tools, and workflows.
• Assigns individual responsibilities under the direction of the Operations Manager.
• Maintains a high level of organization, attention to detail, and focus on excellence.
• Develops and implements improved procedures to increase efficiency and customer satisfaction, ensuring collaboration with the Outside Sales team.
• Tracks, analyzes, and reports on key metrics.
• Maintains knowledge of products, company policies, and system updates to ensure consistent and accurate information is provided to customers and the CSR team.
• Creates and delivers training programs for new hires and ongoing training for existing team members.
• Provides coaching to support employee growth and improve performance.
• Works closely with Sales, Operations, Accounting, and other departments to resolve issues and support seamless customer experiences.
• Communicates customer trends and feedback to leadership to support business improvements.
• Maintains adherence to ISO Quality and Environmental Management policies and procedures.
• Performs analytical functions to assess situations quickly and determine beneficial resolutions while delivering results within agreed-upon timeframes.

Requirements

• Bachelor’s Degree (four-year college or university) or equivalent industry experience.
• Three years of related experience minimum.
• Valid Driver’s License with an acceptable Motor Vehicle Record.

Skills & Abilities

• Fluid Power product knowledge with emphasis on Parker products.
• Demonstrated leadership skills.
• High level of integrity and ability to accept responsibility for actions.
• Ability to convey ideas or concepts effectively.
• Ability to accept constructive criticism without becoming defensive.
• Demonstrated analytical skills from past projects and assignments.
• Ability to execute on business initiatives to achieve monthly and annual goals.
• Strong listening, oral, and written communication skills in English.
• Ability to interact constructively and respectfully with employees and external stakeholders.
• Highly organized with the ability to make daily decisions supporting people, customers, and suppliers within company procedures.
• Intermediate or greater skills in Microsoft Excel and Distribution ERP systems (preferred).

Training & Certifications

• Product Training (provided after hire as needed).
• Management Skills Training (provided after hire as needed).
• ISO Training (provided after hire as needed).
• Microsoft Office Training (provided after hire as needed).
• Safety Training (provided after hire as needed).
• P21 and CRM Training (provided after hire as needed).
• Certified Fluid Power Specialist certification (desired but not required).