Customer Service Manager

The Customer Service Manager is responsible for leading and developing the customer service team to deliver exceptional support and ensure a high level of customer satisfaction. The role oversees daily customer service operations, establishes performance standards, and drives continuous improvement initiatives to enhance efficiency, responsiveness, and overall customer experience.

This is a full time position at Amphenol Nexus Technologies in Stamford, CT.

Essential Duties & Responsibilities

• Lead, coach, and supervise the Customer Service team, including onboarding, training, and performance management activities
• Establish customer service standards and ensure team adherence to company policies, procedures, and service expectations
• Conduct regular performance evaluations, provide coaching and development opportunities, and implement corrective actions when necessary
• Develop, implement, and continuously improve customer service processes, procedures, and best practices to increase operational efficiency and effectiveness
• Monitor, analyze, and report on customer service metrics, including response times, customer satisfaction scores, service levels, and team performance indicators
• Identify trends and opportunities for improvement and implement action plans to enhance service quality and customer retention
• Serve as the primary escalation point for complex customer inquiries, complaints, and service-related issues, ensuring timely and satisfactory resolution
• Collaborate with Sales, Operations, Engineering, Production Development, and other departments to address customer concerns and improve the overall customer experience
• Develop and execute strategies to strengthen customer satisfaction, loyalty, and long-term customer relationships
• Review customer quotations, purchase orders, contracts, and terms and conditions to ensure compliance with company requirements and customer expectations
• Maintain an understanding of government contracting requirements, including DFARS and related compliance obligations, as applicable to customer orders and agreements
• Stay informed of industry trends, customer service best practices, and emerging technologies to drive continuous improvement within the department
• Prepare and present reports, recommendations, and performance updates to leadership regarding customer service operations and key initiatives
• Support business objectives by fostering a customer-centric culture focused on responsiveness, accountability, and service excellence

Requirements

• Bachelor's degree in Business Administration, Communications, Management, Marketing, or related field
• Experience managing and developing customer service teams
• Proven track record of improving customer satisfaction and service performance
• Experience using CRM systems and customer service software
• Experience handling escalated customer issues and conflict resolution
• Experience in manufacturing, distribution, or service-based environment
• Customer service principles, practices, and industry standards
• Customer relationship management (CRM) systems and customer support platforms
• Performance management and employee coaching techniques
• Quality assurance and service-level metrics (KPIs)
• Complaint resolution and conflict management strategies
• Basic understanding of business operations, policies, and procedures
• Strong leadership and team management abilities
• Excellent verbal and written communication skills
• Exceptional interpersonal and customer relationship-building skills
• Problem-solving and decision-making capabilities
• Ability to manage multiple priorities in a fast-paced environment
• Analytical skills with the ability to interpret customer service metrics and trends
• Strong organizational and time management skills
• Proficiency in Microsoft Office Suite and customer service software
• Ability to train, coach, and motivate employees