Customer Service Manager: Lead, Improve & Align Operations

Composites One; Fort Worth (TX); On-site; USD 75,000 - 110,000; Full time

Benefits offered by this job

Annual bonus

Profit sharing

Job summary

Composites One is seeking a Customer Service Manager to lead a Customer Service team, focusing on customer satisfaction, quality, and continuous improvement. You will coach CSRs, set performance objectives, and drive Stellar Service Principles while supporting company growth.

The role emphasizes managing daily CSR activities to achieve operating income and ROA goals and maintaining a safe working environment through strong leadership and collaboration with sales, logistics, and DC Operations.

Qualifications

• 3+ years supervisory/managerial experience with direct report responsibility.
• 7+ years of Customer Service experience in a non-retail environment.
• Proven team development skills and management experience within a Quality Management system (ISO 9001 or similar).
• Proficient in MS Office (Outlook, SharePoint).
• Ability to learn internal ERP system (SAP).
• Experience with SAP (preferred).
• Bachelor’s degree in Business Administration or related field.

Responsibilities

• Hire and train the CSR staff, including allocation of workload.
• Create performance objectives/goals and training plans, including performance measurement.
• Regularly monitor CSR interactions with customers to ensure Stellar Service approach; provide feedback and recommendations.
• Assist the Manager, DC Operations with strategic planning and resource allocation.
• Identify opportunities for improvement and implement process improvements for the CS team.
• Drive and facilitate order fulfillment, building positive relationships with customers.
• Ensure SOPs and company guidelines are followed consistently.
• Collaborate with sales and logistics to manage freight expenses.
• Conduct routine customer visits and reviews with sellers, Sales Manager, and DCM.
• Serve as liaison between CS, warehouse, delivery, sales, and purchasing.
• Develop, refine, and implement CS procedures and policies.
• Foster continuous improvement; share SOPs across DC locations and participate in audits.

Skills

3+ years supervisory / managerial

7+ years Customer Service

Quality Management ISO 9001

Education

Bachelor’s degree in Business Administration or related field

Tools

MS Office

SharePoint

SAP

Job description

Composites One is seeking a Customer Service Manager to lead a Customer Service team, focusing on customer satisfaction, quality, and continuous improvement. You will coach CSRs, set performance objectives, and drive Stellar Service Principles while supporting company growth.

The role emphasizes managing daily CSR activities to achieve operating income and ROA goals and maintaining a safe working environment through strong leadership and collaboration with sales, logistics, and DC Operations.