Customer Service Manager

Border States; Albuquerque (NM); On-site; USD 65,000 - 90,000; Full time

Job summary

Border States is seeking a Customer Service Manager to lead the day-to-day operations of the Customer Service team based in Albuquerque, NM, with potential locations in Farmington, NM or El Paso, TX. The role focuses on driving sales, building customer relationships, and ensuring accurate SAP-related processes.

You will oversee billing resolution, price accuracy, and cross-functional collaboration with sales, marketing, and branch management to meet annual objectives.

Qualifications

• 4-year business degree preferred or equivalent experience.
• Minimum 4 years of supervisory experience in customer service or sales.
• Technical ability to understand electrical/industrial/construction systems.

Responsibilities

• Lead and manage a Customer Service team aligned with Border States values.
• Ensure on-time delivery and pricing accuracy; collaborate with sales/marketing.
• Resolve billing problems and coordinate with the Customer Financial Services team.
• Develop processes and train staff; manage branch budget inputs.
• Proactively build relationships with customers and support sales goals.

Skills

Supervisory experience

Customer service

Sales

Technical understanding of electrical/

Education

4-year business degree or equivalent experience

Tools

SAP

Job description

Be part of a growing, successful company in an exciting and challenging field. Border States is 100% employee-owned, which means you’re empowered to make decisions, find solutions and receive rewards for your hard work.

This position will be located in: Albuquerque, NM or Farmington, NM or El Paso, TX

Application Deadline: Posted Until Filled

Please note that the position may be filled before or after the listed application deadline. Applications will only be accepted while the posting remains active.

Job Summary

The Customer Service Manager leads and manages the day-to-day operations of the Customer Service team in promoting sales, building relationships with new and existing customers. This role provides customers timely follow-up on technical inquiries, participates in the marketing, planning and sale of Border States’ products and services, provides input to sales and marketing on customer needs regarding pricing, products, competition and procedures, resolves customer billing problems, and performs appropriate SAP functions to ensure customer service areas run efficiently and accurately.

Responsibilities

Essential Functions

• Leads and manages team members with emphasis on building a strong team in the spirit of Border States values and culture, including coaching, providing clear direction, delegating responsibilities, and removing obstacles.
• Maintains margin adherence regarding goals.
• Ensures on-time delivery adherence to maintain customer satisfaction.
• Proactively develops relationships with new and existing customers.
• Proactively problem-solves customer issues and gaps within sales orders, relationships, invoicing, service issues, etc.
• Provides a focus on continuous team development and growth.
• Manages employee satisfaction, day-to-day services, and strong communication.
• Provides continuous input or collaboration with branch management on formulation of branch Fiscal Year budget and monitors adherence to FY budgetary objectives.
• Works closely with Border States’ sales and marketing staff to meet and exceed sales and gross profit objectives.
• Provides proactive customer service sales functions.
• Participates in and advises management on the implementation of marketing plans and strategies and leads the implementation at the branch level.
• Coordinates with the Customer Financial Services staff to resolve customer-billing problems resulting from errors in pricing, shipping, delivery or other credit areas.
• Provides input to the pricing and purchasing areas on product evaluations, code descriptions, inventory management, pricing development, and other related functions.
• Develops standard operating procedures, guidelines, or checklists for customer service area to ensure consistent, accurate and repeatable processes.
• Leads change management in customer service area which may include training, formal communications, or other corporate initiatives.

Non-essential Functions

• Attends and assists with sales meetings, trade shows, and training programs, as needed.
• Trains new hires, as required.
• Maintains reports as required, this may include: bill blocks, delivered not invoiced material, open work cycles, credit cards without authorizations, etc.
• Identifies and leads continuous improvement opportunities working with branch, regional or corporate stakeholders.
• Performs other duties as assigned by supervisor or designate.

Qualifications

• 4-year business degree preferred or the equivalent in work experience, required.
• Prior supervisory experience with a minimum of 4 years of prior customer service, city desk or sales experience required.
• Technical ability to understand electrical, industrial and/or construction systems with a minimum of 4-years of prior electrical