Customer Service Manager

Royal Switchgear, a PGC Company; Bessemer (AL); On-site; USD 75,000 - 95,000; Full time

Job summary

A leading manufacturing firm is seeking a Customer Service Manager to oversee Inside Sales Representatives and ensure effective sales operations. The ideal candidate will have at least 7 years of managerial experience, strong analytical skills, and the ability to motivate and engage a geographically distributed team. Responsibilities include managing daily sales activities, improving sales processes, and coordinating with marketing and product development teams to enhance customer engagement. This position is based fully onsite in Bessemer, AL.

Qualifications

• 7+ years of managerial work experience in a sales or customer service team.
• Experience managing a geographically distributed team.
• Hands-on experience with CRM software and Excel required.

Responsibilities

• Manage a diverse team of Inside Sales Representatives and support staff.
• Identify and implement improvements in the sales administration process.
• Monitor team progress toward meeting sales targets.

Skills

Team management

Customer engagement strategies

Analytical skills

Excellent communication skills

Problem-solving attitude

Education

Bachelor’s degree in Sales or Business Administration

Tools

CRM software

MS Excel

Job description

Customer Service Manager

4 days ago Be among the first 25 applicants

Royal Switchgear Manufacturing Company is a US based team developing responsive solutions for an evolving grid.

RSMC leads in engineering, designing, and manufacturing critical componentry for electrical substations and the broader grid. Our pride lies in long‑standing partnership with utilities companies, reliability of our products, and technical and hands‑on capabilities of our team.

The company is at an exciting inflection as we continue to expand our existing brand portfolio and deepen relationships with new and existing customers. The Customer Service Manager oversees the daily activities of Inside Sales Representatives monitoring team progress toward meeting targets.

Location

Fully Onsite – 4251 Turin Dr, Bessemer, AL 35020

Essential Duties and Responsibilities

• Manage a diverse team of Inside Sales Representatives, Application Engineers, and support staff by setting and tracking team sales targets.
• Identify and implement improvements in the sales administration process.
• Coordinate department projects to meet deadlines.
• Report on sales metrics and suggest improvements; prepare monthly, quarterly, and annual sales forecasts.
• Use customer feedback to generate ideas about new features or products.
• Research and discover methods to increase customer engagement.
• Ensure sales, finance, and legal policies and procedures are met.
• Build an open‑communication environment for the team.
• Liaise with Marketing and Product Development departments to ensure brand consistency and increase sales.
• Make day‑to‑day decisions within the department regarding workload distribution.
• Monitor team progress toward meeting targets; provide strategic coaching in selling and relationship‑building skills.

Qualifications & Attributes

• Bachelor’s degree in Sales, Business Administration or relevant field required.
• 7+ years’ managerial work experience of a sales or customer service team required.
• Experience managing and working with a geographically distributed team.
• Experience integrating new product lines in an existing team.
• Familiar working with a commission‑based sales rep network.
• In‑depth understanding of the sales life cycle from receipt of customer request to quote, and order entry required.
• Hands‑on experience with CRM software and MS Excel knowledge; Syteline experience is a plus.
• Excellent interpersonal and team management skills with proven ability to motivate team members to perform.
• Strong analytical and organizational skills.
• “Student of the business” and problem‑solving attitude.
• Excellent verbal and written communication skills.
• Excellent interpersonal skills and attention to detail.

Working Conditions

The work condition characteristics described here are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Work primarily takes place in an office environment with routine employee engagements on the manufacturing factory floor.
• May encounter occasional stressful situations.
• Work may include responding to critical customer‑driven situations which may result in working some weekends, holidays, and after normal business hours.

Physical Requirements

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Maintain clear and accurate records.
• Understand and follow oral and written directions.
• Work regular shifts to include evenings; weekends; and/or holidays as assigned. May be subject to call back, on call and/or emergency shifts.
• Must possess general manual dexterity to operate computer, equipment, tools, controls, or other objects; reach with hands or arms.
• Must possess mental acuity for attention to accuracy and detail.
• Must see in the normal visual range with or without correction.
• Must hear in the normal audio range with or without correction.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to actual or perceived race, color, religion, creed, national origin, citizenship status, age, disability status, genetic information, sex, sexual orientation, gender identity or expression, pregnancy, marital status, veteran status, or any other characteristic protected by applicable federal, state or local laws.