Customer Service Manager

Integrated Power Services; Rock Hill (SC); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Paid Time Off

401k Employer Match

Tuition Reimbursement Program

Job summary

A leading service provider is seeking an Office and Customer Service Manager to join their innovative team in Rock Hill, South Carolina. In this role, you will oversee customer interactions and team training, ensuring an exceptional customer experience while meeting company targets. Ideal candidates will have a technical background, strong communication skills, and experience in customer service. The position offers extensive growth opportunities and an appealing benefits package including paid time off and 401k matching.

Qualifications

• Technical background with electrical and/or mechanical products preferred.
• Excellent communication skills, both oral and written.
• Ability to understand, perform and retain various job-related training.

Responsibilities

• Serve as the primary contact for customers throughout the motor repair experience.
• Oversee daily operations of the customer service department.
• Develop and implement customer service training programs.

Skills

Interpersonal skills

Attention to detail

Communication skills

Education

3+ years of customer service experience

Job description

IPS is seeking dedicated Office and Customer Service Manager to be the backbone of our innovative team. At IPS, we know that great ideas and groundbreaking projects rely on exceptional support behind the scenes. Your professional growth and development are our priority, so your opportunities here are unlimited. We care for our team members, offering a comprehensive benefits package, work-life balance, and job stability. If you thrive in a fast-paced environment where you will be recognized and appreciated, you would be a great fit at IPS.

Responsibilities and Expectations:

As a Customer Service Manager for IPS, you will serve as the primary contact for our customers for their entire motor repair experience—from quote through delivery of the motor. The Customer Service Manager will be responsible for the development and training of their team.

• Develop and implement training programs that focus on customer service best practices, communication skills, product knowledge, and problem-solving
• Responsible for overseeing the daily operations of the customer service department
• Communicate with customers in all aspects.
• Research and communicate with IPS vendors on parts and part delivery.
• Assist in achieving financial targets set out by the Annual Operating Plan (AOP)
• Develop and present quotations and technical and commercial proposals to customers.
• Review customer purchase orders for accuracy and compliance with quotation.
• Help mediate critical issues with customers.
• Ensure that all customer requirements, such as inspections, data collection, and delivery of materials, are being met.
• Led the effort to improve key customer facing metrics: (time to quote, approval to ship, and ship to invoice) as well as key IPS metrics: (margin performance vs. work plans, labor utilization, direct and indirect costs).
• Work with the repair shop to determine the most efficient repair pricing for customers.
• Review mechanic tear-down sheets to provide customers with the best possible pricing while achieving the best possible margins for the service center.
• Review parts requested by mechanics to determine cost (get quotes on non-stock parts from the appropriate manufacturer) and order where appropriate.
• Use in-house resources for assistance (SMEs).
• Estimate labor hours for quoting purposes & material pricing. Determine if replacement is a more economical option.
• Research historical pricing to determine the right price to win repair jobs.
• Work with the sales team to alter pricing where appropriate.
• Price Field Service jobs on a time and materials basis.
• Input pricing for completed jobs and prep job for A/R to generate invoice.

Qualifications and Competencies:

• Technical background with electrical and/or mechanical products preferred.
• 3 or more years of customer service experience in an industrial environment or equivalent education preferred.
• Excellent interpersonal skills, including the ability to build rapport with current and potential customers.
• Critical attention to detail.
• Excellent communication skills, both oral and written.
• Ability to understand, perform and retain various job-related training.
• Flexible with hours, overtime, and some weekend work.

You’ll thrive at IPS if you:

• Lead with integrity and prioritize safety. You demonstrate high standards and commit to a safe, ethical workplace.
• Value teamwork and accountability. You work well with others, take responsibility, serve others, and deliver on your commitments.
• Focus on the customer. You are dedicated to providing an unmatched customer experience and exceeding expectations.
• Have an entrepreneurial spirit. You’re proactive, innovative, and thrive in a fast-paced environment.
• Communicate effectively and with purpose. You keep everyone informed with clear, concise communication.
• Stay curious and love to learn. You continuously seek new knowledge and grow personally and professionally.

Who We Are:

At Integrated Power Services (IPS), we're committed to empowering you to make a meaningful impact. As the industry's leading and fastest-growing service provider, IPS offers single-source electromechanical and power management solutions to enhance the reliability of critical infrastructure across North America and the United Kingdom. We serve over 30,000 essential customer locations, from renewable energy pioneers to hospitals, manufacturers, and municipalities, helping them avoid costly downtime and ensure mission-critical operations. When you join IPS, you're joining a team that's revolutionizing equipment and process reliability across diverse sectors, from power generation to petrochemicals, and beyond. You'll learn from industry experts, grow alongside a talented workforce, and be part of a company that is built on the Shared Values of Safety, Integrity, Teamwork, Accountability, Customer Focus, and Entrepreneurial Spirit.

Benefits:

• Paid Time Off.
• 401k Employer Match.
• On-the-job Training.
• Tuition Reimbursement Program.
• Medical, Dental, and Vision plans.
• Safety shoe & glasses reimbursement.
• And more!

IPS is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status.

Any offer of employment is contingent upon the successful completion of a background and driving record investigation. As a federal contractor, our company is committed to maintaining a safe and drug-free workplace. Candidates for this position are required to complete a pre-employment drug screen successfully. The drug screening process will include testing for substances that may impair one's ability to perform the job safely and effectively.