Customer Service Manager
1 month ago
Tucson
Job DescriptionBenefits: • 401(k), • Dental insurance, • Health insurance, • Paid time off Key Responsibilities: Customer Interface & Relationship Management: • Act as the lead point of contact for all customer inquiries via phone, email, and/or chat., • Manage and resolve complex customer issues with a focus on long-term customer satisfaction and retention., • Build strong customer relationships by understanding needs, priorities, and timelines, • Translate customer needs into actionable project requirements for internal teams.Quoting & Sales Support, • Analyze customer requests and generate detailed, accurate cost estimates and formal quotes., • Ensure pricing accuracy by applying margins, discounts, and lead times appropriately., • Follow up on pending quotes to move customers through the sales funnel., • Maintain up-to-date knowledge of pricing structures, product availability, and lead times.Internal Operations Liaison, • Collaborate daily with the Operations Team to communicate customer specifications and deadlines., • Monitor project progress to provide customers with proactive status updates., • Identify gaps, bottlenecks or breakdowns in the "Quote-to-Delivery" process and propose workflow improvements., • Ensure customer commitments are realistic, documented, and clearly communicated internallyTeam Leadership, • Train and mentor junior customer service staff., • Develop and maintain Standard Operating Procedures (SOPs) for communication, quoting and data entry., • Promote consistency, accountability, and professionalism across customer-facing activities Required Skills and Qualifications: Education and Experience: Bachelors Degree or 4 years equivalent experience. 3-5+ years in customer service or account management role (preferably in an industry involving manufacturing, logistics, or technical services). Technical Skills: • Must be technical savvy and Proficiency in CRM software (e.g., Salesforce, Hubspot) and ERP/Project Management tools., • Exceptional verbal and written communication skills with the ability to translate technical details to non-technical clients., • Strong ability to calculate margins, discounts, and complex pricing formulas for quotes. Success Metrics • Quote Accuracy: Minimized variance between quoted pricing and final invoicing., • Response Time: Maintaining a high standard for speed of reply to customer inquiries., • Operational Alignment: Decreasing the "friction" or missing information passed from sales to the production/ops team.