Customer Service & Quotations Manager

What You'll Do

• Lead, coach, and manage a team of customer service and quotations representatives.
• Maintain high-quality customer and regional sales manager support.
• Monitor team performance, set Key Performance Indicators (KPIs), and provide regular feedback and performance reviews.
• Develop and implement customer service policies, procedures, and best practices.
• Handle complex or escalated customer complaints and ensure timely resolution.
• Analyze customer service metrics (response times, resolution rates, customer satisfaction scores) and implement improvements.
• Collaborate with cross-functional teams such as Sales, Engineering, and Operations to address customer needs and feedback.
• Ensure consistent communication standards across all support channels (phone, email, chat, etc.).
• Train and onboard new customer service staff when necessary.
• Identify opportunities to improve customer experience and operational efficiency.
• Prepare reports on service performance and present insights to senior management.

What You'll Need

• Bachelor’s degree in Business Administration, Communications, or a related field (or equivalent experience).
• 3–5+ years of experience in customer service, with at least 1–2 years in a leadership or supervisory role.
• Strong leadership, communication, and conflict resolution skills.
• Experience with ERP systems (Oracle) and CRM platforms.
• Ability to analyze performance metrics and drive improvements.
• Excellent organizational and problem-solving skills.
• A customer-focused mindset with a commitment to service excellence.