Customer Service Manager Location : HUNTSVILLE, AL, United States Job Family : Customer Service Job Type : Regular Posted : Jun 13, 2025 Job ID : 57683 Back to Search Results Job Description Apply Now > Save JobJob Saved Responsible for leading the customer service department to create the highest sustainable level of customer satisfaction, and operations of products for all customers, distributors and international affiliates; The role will support all aspects of technical, and non-technical customer service to promote growth, profitability and customer performance targets. The Customer Service Manager reports to the Division Marketing Manager and supervises related customer service personnel. Post-Order Customer Service: responsible for leading all aspects of non-technical customer service including: order management process, due dates/delivery, basic non-technical support, warranties, defects, applications, installations, diagnostics, and trouble shooting · Technical Services: responsible for leading technical aspects of customer service that can be provided over the phone, including: defects, applications, installation, diagnostics, and troubleshooting; Responsible for transition of technical questions that can not be handled over the phone to the technical service manager · Inside Sales: responsible for team of individuals who are taking orders from customers and selling basic components; order management lead time · Service & Repair: responsible for leading a team of individuals provide on-site customer repairs or commission start ups; responsible for on-site work, whether repair, warranty or general problem solving for components and/or complete systems · Warranty & Contract Management: responsible for the management of all customer warranties and contracts; depending on the size and customer base customer service manager can have a warranty team or a contracts team; If not of sufficient size warranty & contracts sit within other teams · Customer Service Strategy: responsible for leading the customer service strategy, annual goal setting and action plans for multiple customer service teams · Customer Service Metrics: responsible for ensuring monthly tracking and reporting of customer service metrics including: response time, call code analysis, customer location analysis, and quantity of calls analysis · Product Modifications: record and analyze customer complaints and needs; partner with Technical Services Manager to share, organize and drive design and engineering changes based on customer calls, needs, and problems · Strategic Marketing: record and analyze customer complaints and needs; partner with Market Managers to determine customer needs · Compliance & Process: respond to special financial requests and analysis and communicate potential problem areas; conduct financial reviews/analysis as requested · Customer Interface: responsible for exceeding expected levels of customer service by ensuring all issues are resolved by agreed upon date; responsible for regular customer interface via customer visits, involvement in Customer Advisory Boards, and other customer events · Customer Service Leadership: responsible for the recruitment, selection, and development of customer service team members; responsible for near term performance management process and long-term talent management of team members Education & Experience · Ideal candidate has 8 or more years of experience in Customer Service, with at least 4 or more years of experience in a leadership role · Previous work experience ideally includes experience in Customer Service Management · 4 year university degree (or international equivalent) required; Ideal candidate has studied Business Administration, or related areas of study · Ideal candidate is working towards or has completed a Master's degree (or international equivalent) in Business Administration, or related areas of study preferred Skills & Competencies · Possess analytical and technical skills required to understand business practices and recommend proper opportunities · Must have functional understanding of cost accounting and adopt to practical application · Excellent written, verbal, and interpersonal communication skills for effective interface with all internal and external contacts · Must be an innovator and embrace lean enterprises principles and practices This position is subject to meeting U.S. export compliance and/or U.S. Government contracting citizenship eligibility requirements. 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