Customer Service & Quotations Manager

Ameron Pole Products, LLC; Anniston (AL); On-site; USD 55,000 - 75,000; Full time

Job summary

Ameron Pole Products, LLC is seeking a Customer Service Team Lead to manage a multi-channel support group in Anniston, Alabama. You will coach reps, set KPIs, and drive improvements in service and customer experience.

Applicants should have a bachelor's degree and 3–5+ years in customer service, including leadership. Knowledge of Oracle ERP and CRM platforms is preferred. This is a full-time, on-site role with a focus on efficiency and quality.

Qualifications

• Bachelor’s degree in Business Administration, Communications, or related field.
• 3–5+ years in customer service with 1–2 years in a leadership role.
• Strong leadership, communication, and conflict resolution skills.
• Experience with ERP systems (Oracle) and CRM platforms.
• Ability to analyze performance metrics and drive improvements.

Responsibilities

• Lead, coach, and manage a team of customer service and quotations reps.
• Monitor team performance, set KPIs, and provide feedback.
• Develop and implement customer service policies and procedures.
• Handle escalated customer complaints and ensure resolution.
• Analyze service metrics and implement improvements.
• Collaborate with Sales, Engineering, and Operations.
• Ensure consistent communication across support channels.
• Train and onboard new customer service staff.
• Identify opportunities to improve CX and efficiency.
• Prepare reports on service performance for senior management.

Skills

Leadership

Communication

Conflict resolution

Team coaching

Education

Bachelor's degree in Business Administration or Communications

Tools

Oracle ERP

CRM platforms

Job description

What You’ll Do:

• Lead, coach, and manage a team of customer service and quotations representatives to ensure high-quality customer and regional sales manager support.
• Monitor team performance, set KPIs, and provide regular 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 (response times, resolution rates, customer satisfaction scores) 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.

What You’ll Need:

• Bachelor’s degree in Business Administration, Communications, or a related field (or equivalent experience).
• 3–5+ years of experience in customer service, with at least 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.

How You’ll Shine:

• Experience managing multi-channel customer support teams.
• Knowledge of customer experience (CX) strategies and service optimization.
• Ability to work in a fast-paced, high-volume environment.

Equal Opportunity Employer
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