Customer Service & Quotations Leader - CX & Ops Champion

Arcosa, Inc.; Anniston (AL); Hybrid; USD 60,000 - 80,000; Full time

Job summary

Arcosa, Inc. in Anniston, AL invites a proven Customer Service Leader to manage a regional team of support specialists and quotations professionals. You will drive service excellence, coach staff, and align processes with sales and operations.

This role emphasizes KPI driven performance, multi-channel communication, and collaboration with Sales, Engineering, and Operations. A Bachelor’s degree and 3–5+ years in customer service, with 1–2 years in leadership, are required.

Qualifications

• Bachelor’s degree in Business Administration, Communications, or a related field (or equivalent experience).
• 3–5+ years of experience in customer service, with 1–2 years in a leadership or supervisory role.
• Strong leadership, communication, and conflict resolution skills.
• Experience with ERP systems (Oracle) and CRM platforms.
• Ability to analyze performance metrics and drive improvements.
• Excellent organizational and problem-solving skills.
• Customer-focused mindset with a commitment to service excellence.

Responsibilities

• Lead, coach, and manage a team of customer service and quotations representatives to ensure high-quality support.
• Monitor team performance, set KPIs, and provide feedback and performance reviews.
• Develop and implement customer service policies, procedures, and best practices.
• Handle complex or escalated customer complaints and ensure timely resolution.
• Analyze customer service metrics and implement improvements.
• Collaborate with cross-functional teams such as Sales, Engineering, and Operations to address customer needs and feedback.
• Ensure consistent communication standards across all support channels (phone, email, chat, etc.).
• Train and onboard new customer service staff when necessary.
• Identify opportunities to improve customer experience and operational efficiency.
• Prepare reports on service performance and present insights to senior management.

Skills

Leadership

Communication

Conflict resolution

Customer service

Analytical thinking

Education

Bachelor’s degree in Business Administration, Communications, or related field

Tools

Oracle ERP

CRM platforms

Job description

Arcosa, Inc. in Anniston, AL invites a proven Customer Service Leader to manage a regional team of support specialists and quotations professionals. You will drive service excellence, coach staff, and align processes with sales and operations.

This role emphasizes KPI driven performance, multi-channel communication, and collaboration with Sales, Engineering, and Operations. A Bachelor’s degree and 3–5+ years in customer service, with 1–2 years in leadership, are required.