Customer Service Operations Leader

Air Distribution Technologies, Inc.; Plano (TX); On-site; USD 70,000 - 110,000; Full time

Job summary

Air Distribution Technologies, Inc. in Plano, TX is seeking a leader to head the Customer Service department, overseeing order entry, invoicing, and data management while ensuring client satisfaction.

The role requires coordinating with sales, manufacturing, and vendors to optimize service delivery and drive continuous improvement. The position emphasizes strategic supervision, SOP development, and performance management of CSRs, with a focus on accuracy, responsiveness, and cross-functional

Qualifications

• Associate’s degree in Business, Management or related field; Bachelor’s preferred.
• 6 years of customer service experience leading teams.
• Ability to solve problems creatively using available data.
• Interpersonal skills and flexibility to manage multiple projects.
• Experience with iSeries (AS400) and MacPac CRM.
• Strong written and verbal communication and report writing.

Responsibilities

• Leads the customer service department and is accountable for order entry, customer service operations, and team performance.
• Serves as liaison between CSRs, sales, manufacturing, customers, internal departments, and external vendors.
• Manages customer data maintenance, pricing administration, invoicing, and credit processing.
• Implements process improvements and drives continuous improvement of CS operations.
• Develops and enforces SOPs, forms, systems, and policies for CS and order entry staff.
• Provides sales analysis reports for customers and sales staff.
• Sets up and maintains customer accounts.
• Resolves customer requests and issues with resources allocation and problem resolution.

Skills

Leadership

Customer service management

Problem solving

Interpersonal skills

MS Excel

MS Word

MS PowerPoint

Communication

Education

A.A.S. in Business/Management or related field

Bachelor’s degree preferred

Tools

iSeries (AS400)

MacPac CRM

Job description

Air Distribution Technologies, Inc. in Plano, TX is seeking a leader to head the Customer Service department, overseeing order entry, invoicing, and data management while ensuring client satisfaction.

The role requires coordinating with sales, manufacturing, and vendors to optimize service delivery and drive continuous improvement. The position emphasizes strategic supervision, SOP development, and performance management of CSRs, with a focus on accuracy, responsiveness, and cross-functional