Customer Service Manager: Lead, Coach & Optimize CX

Valin; Wheat Ridge (CO); On-site; USD 72,000 - 88,000; Full time

Job summary

Valin Wheat Ridge, CO is seeking a Customer Service Manager to lead a team, ensure high-quality service, and align operations with company goals. You will coach Supervisors, monitor performance, and collaborate with Operations, Sales, IT, and Accounting.

You will use Epicor Prophet 21 and other systems to standardize processes, develop reporting, and drive continuous improvement. A Bachelor's degree and at least three years in customer service leadership are required.

Qualifications

• Bachelor's degree or equivalent experience in management, economics, marketing, business, or related field.
• Minimum 3 years of experience in customer service strategy, policy development and team management.
• Knowledge of industrial distribution principles and practices.
• Able to design solutions for non-obvious processes and optimize workflows.
• Strong collaboration and communication across departments; detail-oriented and multitasking.

Responsibilities

• Lead and coach Customer Service Supervisors and team members to achieve performance targets.
• Set goals, service standards, and align policies with company objectives; support staffing decisions.
• Monitor metrics, provide feedback, and implement corrective actions as needed.
• Collaborate with Operations, Accounting, Sales, IT, and Marketing to ensure consistent customer experience.
• Troubleshoot orders requiring special handling and drive process improvements using P21 and other systems.

Skills

Leadership

Coaching

Communication

Analytical

Multitasking

Education

Bachelor's degree

Tools

Epicor P21

Microsoft Dynamics

RingCentral

MS Office

Job description

Valin Wheat Ridge, CO is seeking a Customer Service Manager to lead a team, ensure high-quality service, and align operations with company goals. You will coach Supervisors, monitor performance, and collaborate with Operations, Sales, IT, and Accounting.

You will use Epicor Prophet 21 and other systems to standardize processes, develop reporting, and drive continuous improvement. A Bachelor's degree and at least three years in customer service leadership are required.