Customer Experience & Quotations Lead

Arcosa Inc.; California (MO); On-site; USD 85,000 - 125,000; Full time

Job summary

Arcosa Inc. is seeking a dynamic leader to guide a team of customer service and quotations professionals, ensuring high-quality support for customers and regional sales managers.

You will coach, set KPIs, and drive performance across a multi-channel environment. You will collaborate with Sales, Engineering, and Operations, develop and enforce service policies, and analyze metrics to continually improve customer experience and efficiency.

Qualifications

• 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.

Responsibilities

• Lead, coach, and manage a team of customer service and quotations representatives to ensure high-quality customer and regional sales manager support.
• Monitor team performance, set 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.

Skills

Leadership

Communication

Conflict resolution

Oracle ERP

CRM platforms

Performance analytics

Education

Bachelor’s degree or equivalent

Tools

Oracle ERP

CRM platforms

Job description

Arcosa Inc. is seeking a dynamic leader to guide a team of customer service and quotations professionals, ensuring high-quality support for customers and regional sales managers.

You will coach, set KPIs, and drive performance across a multi-channel environment. You will collaborate with Sales, Engineering, and Operations, develop and enforce service policies, and analyze metrics to continually improve customer experience and efficiency.