Customer Service Manager: Team Leader & Process Optimizer

Viking Group, Inc.; Columbus (OH); On-site; USD 65,000 - 90,000; Full time

Job summary

Viking Group, Inc. in Columbus, OH is seeking a Customer Service Manager to lead the branch Customer Service team and ensure high levels of service while supporting accurate order execution.

You will coach representatives, oversee orders, quotations, pricing, returns, and billing adjustments, and serve as the escalation point for complex customer issues. Collaborate with Sales, Operations, and Shipping to coordinate requirements and meet commitments, identify improvement opportunities, and drive

Responsibilities

• Lead, coach, train, and develop Customer Service Representatives while fostering an accountable, collaborative, and customer-focused team environment.
• Manage department staffing, workload distribution, scheduling, performance management, employee development, and day-to-day team priorities.
• Oversee customer account activities, including orders, quotations, pricing, returns, credits, shipping information, billing adjustments, and other customer requests.
• Serve as the management escalation point for complex customer and order-related issues, ensuring concerns are investigated, communicated, and resolved through completion.
• Monitor open orders, backorders, quotations, returns, claims, credits, and pricing discrepancies to ensure timely follow-up and resolution.
• Oversee the establishment and maintenance of customer contract pricing and approve credits and adjustments within established authority.
• Partner closely with Sales, Operations, Fabrication, Warehouse, Inventory Control, Credit, Purchasing, and Shipping to coordinate customer requirements and meet customer commitments.
• Support Sales and customer relationships through quotations, pricing, account requirements, and issue resolution.
• Monitor customer service performance, workload, service levels, and department results and provide reporting to branch and regional leadership.
• Identify recurring service or operational issues and implement process improvements that enhance customer satisfaction, order accuracy, productivity, efficiency, and profitability.
• Ensure the team follows established company policies, procedures, approval requirements, and customer-service standards.
• Support implementation of new systems, processes, policies, products, and company initiatives.
• Perform other duties as assigned.

Job description

Viking Group, Inc. in Columbus, OH is seeking a Customer Service Manager to lead the branch Customer Service team and ensure high levels of service while supporting accurate order execution.

You will coach representatives, oversee orders, quotations, pricing, returns, and billing adjustments, and serve as the escalation point for complex customer issues. Collaborate with Sales, Operations, and Shipping to coordinate requirements and meet commitments, identify improvement opportunities, and drive