R&M - Customer Service Manager- Springfield, OH

Manage, oversee, and coordinate equipment, spare parts, technical support, and warranty customer service activities while coaching and developing the team. Monitor employee knowledge, quotations, order/claim entry, backlog, and accounts receivable to ensure smooth process flow, addressing issues immediately. Develop product, system, and industry-specific knowledge to implement policies, procedures, and training that improve efficiency, responsiveness, and customer experience. Build strong business relationships with customers, sales, finance, and suppliers, actively soliciting feedback to drive loyalty. Create and report monthly metrics on equipment, technical support, and warranty performance to grade team capacity. Monitor supplier performance and expediting orders to address delivery issues. Perform direct report duties as needed. Requires a Bachelor's degree, 1-3 years in sales/customer service, organizational and systems management skills, and SAP experience.