Customer Service Manager: Lead & Elevate CX Operations

Process Distribution Group; Chandler (AZ); On-site; USD 72,000 - 88,000; Full time

Job summary

Valin Corporation in Chandler, AZ is seeking a Customer Service Manager to lead a team and ensure high-quality service for internal and external customers. You will oversee day-to-day operations, coach staff, and align processes with company goals using Epicor Prophet 21 and other systems.

The role involves collaboration across Operations, Accounting, Sales, IT, and Marketing, driving performance, reporting, and continuous improvement to deliver consistent customer experiences.

Qualifications

• Bachelor's degree in management, economics, marketing, business, or related field.
• Minimum 3 years experience with Customer Service Strategies, Policies and Employee management.
• Knowledge of basic industrial distribution principles and practices.
• Proficiency in Microsoft Office Suite and experience using Epicor P21, Microsoft Dynamics, and RingCentral.

Responsibilities

• Develop policies and systems with management aligned to company objectives and provide excellent customer experience.
• Lead, coach, and develop Customer Service Supervisors and team members for strong performance and growth.
• Set individual and team performance expectations, goals, and service standards.
• Support workforce planning, staffing decisions, onboarding for the Customer Service department.
• Monitor metrics and implement corrective actions to improve customer experience.
• Analyze service trends and recommend improvements to overall service quality.

Skills

Leadership

Coaching

Communication

Analytical skills

MS Office

ERP familiarity

Education

Bachelor's degree in management, economics, marketing, business, or related field

Tools

Epicor P21

Microsoft Dynamics

RingCentral

Job description

Valin Corporation in Chandler, AZ is seeking a Customer Service Manager to lead a team and ensure high-quality service for internal and external customers. You will oversee day-to-day operations, coach staff, and align processes with company goals using Epicor Prophet 21 and other systems.

The role involves collaboration across Operations, Accounting, Sales, IT, and Marketing, driving performance, reporting, and continuous improvement to deliver consistent customer experiences.