Customer Service & Quotations Manager
On-siteFillmore, California, United States or Anniston, Alabama, United States
Job Summary
Lead, coach, and manage a team of customer service and quotations representatives to ensure high-quality support for regional sales managers. Monitor team performance, set KPIs, and provide regular feedback while developing and implementing customer service policies and best practices. Handle complex escalated complaints, analyze metrics like response times and satisfaction scores, and collaborate with Sales, Engineering, and Operations to address feedback. Train new staff and prepare performance reports for senior management. This role requires a Bachelor's degree and 3–5 years of experience, including leadership, with Oracle and CRM expertise.
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 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
Desired Qualifications
- 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
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.