Customer Service Manager

1 month ago

Dallas, United States Mestex Full time
Job DescriptionJob DescriptionSalary:



Scope of Position:

We are seeking an experienced Customer Service Manager to join our team on a consulting basis for an 8–12-month assignment. As a Consultant Customer Service Manager, you will oversee our Inside Sales and Parts Sales departments, ensuring seamless operations, excellent customer service, and enhanced team performance.

This role is responsible for managing a team of exempt employees who support the existing distribution channel and a non-exempt employee responsible for sales order processing. The role involves directing the internal sales and application support team to enhance customer response, accuracy, and satisfaction. Additionally, the Customer Service Manager is tasked with evaluating and improving “front end” processes and overseeing all aspects of customer service management to ensure a high level of customer satisfaction.



Essential Duties and Responsibilities:


Support the Existing Distribution Channel:

  • Set and monitor performance metrics for inside application support personnel.
  • Establish programs and procedures that enhance teamwork and response times.
  • Establish programs and procedures that manage and improve the handling of “specials.”


Sales Order Processing:

  • Set and monitor performance metrics for order processing personnel.
  • Establish programs and procedures that reduce queuing time.


Customer Service Management:

  • Oversee all customer service activities to ensure timely and accurate responses to customer inquiries and issues.
  • Develop and implement customer service policies and procedures to improve customer satisfaction and loyalty.
  • Monitor customer service metrics and take corrective actions as needed.
  • Train and mentor customer service representatives to ensure they have the skills and knowledge to perform their roles effectively.


Evaluate and Improve the “Front End” Process:

  • Manage order information flow from receipt to engineering hand-off.
  • Implement programs and processes that maximize the advantages of ERP software.
  • Manage EDI and “near-EDI” interfaces with customer purchasing and IT departments.


Quality and Environmental Management:

  • Conform to all Quality and Environmental Management System policies, objectives, and obligations.


Additional Responsibilities:

  • Perform other related duties and responsibilities as assigned.



Position Requirements:

  • Experience with commercial/industrial/institutional air handling and air conditioning products.
  • 5+ years in a Business-to-Business commerce position.
  • Experience with logistics, fulfillment processes, and customer service management.
  • Strong oral and written communication skills.
  • Familiarity with CRM software applications.
  • Presentation experience including Word, Excel, and PowerPoint applications.

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