Description

Customer Service Manager

We are seeking a Customer Service Manager to lead our Customer Service team in delivering exceptional support to internal and external customers. This is a full-time, inoffice position. As you grow in the role, you will have the option to work from home two days a week.

In this role, you will oversee order entry, contract review, sales support, and daily customer inquiries. You will also serve as the main escalation point for complex issues and help drive improvements across the entire SMO by using data, reporting, and system management.

What you'll do

• Lead and supervise a team of about 10 to 15 Customer Service personnel
• Ensure world-class customer service and adherence to sales procedures
• Manage staffing levels for call volume, order volume, and quotes
• Handle escalations and resolve complex customer issues
• Use data analytics to improve processes and service levels
• Collaborate with Inside Sales, the Director of Sales, and other internal teams
• Recruit, hire, train, and develop team members
• Provide coaching in customer interactions, CRM use, and issue resolution
• Support Quality and EHS policies
• Share best practices with teams in Canada, Mexico, Latin America, and Brazil
• Travel as needed for customer visits, trade shows, or training (less than 5 percent)

What we're looking for

• A highly organized, self-starting leader who leads by example
• Strong communication skills and comfort handling challenging issues with an open mind
• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Proficiency with Microsoft Outlook, Microsoft Teams, and Excel
• Ability to use a CRM system; SAP and JIRA experience are a bonus but not required
• Bachelor's degree in business management or a related field

If you enjoy developing people, solving problems, and improving customer service operations, we encourage you to apply.

Conductix-Wampfler offers a great starting wage, with health, dental, and life insurance, 401k plan, paid vacation/personal time and holidays, profit sharing and tuition reimbursement program.

Drug-free workplace/EOE

See full job description below:

SUMMARY

As Customer Service Manager (CSM), you will lead the Customer Service team in delivering exceptional support to our internal and external customers. You'll oversee order entry, contract review, and sales support, ensuring every transaction is handled with precision. By leveraging data-driven reporting and system management, you will foster a proactive culture that optimizes our service operations across the entire SMO.

The Customer Service Manager will provide frequent supervision and coaching of personnel to ensure they meet expected service levels, and cultivate positive relationships with customers.

LOCATION

This is an on-site position based in Omaha, NE, requiring full-time, in-office attendance (Monday-Friday). As the candidate grows in the role, a hybrid work policy is available (2 days from home).

ESSENTIAL DUTIES and RESPONSIBILITIES include the following. Other duties may be assigned.

• Customer Service Operations
  
  • Ensure the team delivers world-class customer service while adhering to sales procedures.
  • Maintain appropriate staffing levels to manage call volumes, order volumes, and quotes effectively.
  • Serve as the primary escalation point for complex and unresolved customer issues, driving swift resolutions to enhance customer satisfaction and minimize disruptions.
  • Proactively address customer inquiries, escalations, and internal requests with urgency to ensure seamless operations.
• Process & Performance Optimization
  
  • Utilize data analytics to monitor team efficiency, optimize sales processes, and enhance service levels through system improvements.
  • Collaborate with the Inside Sales Manager to refine the Automated Call Distribution (ACD) system, including staffing, queue assignments, and performance monitoring.
  • Enhance the physical work environment to support high-quality service and team productivity.
• Talent Management & Development
  
  • Recruit, hire, and retain top talent in partnership with HR.
  • Conduct regular performance reviews and provide feedback.
  • Make recommendations on promotions, salary adjustments, and personnel decisions.
  • Collaborate with the Director of Sales on strategic planning, succession, and organizational development.
• Training & Coaching
  
  • Provide training and coaching in customer interactions, CRM utilization, quoting solutions, and issue resolution.
  • Collaborate with the Learning Management Coordinator to provide product, system, and soft skills training.
• Collaboration & Continuous Improvement
  
  • Share best practices with teams in Canada, Mexico, Latin America, and Brazil.
  • Gather feedback from internal and external stakeholders to improve service quality.
  • Participate in trade shows or customer visits as needed (travel
• Additional Responsibilities: Perform other duties as assigned by the business.
• Quality and EHS Compliance: Support and uphold the Quality and EHS policies of the organization.
• Core Values Commitment: Uphold the company's Core Values of Caring, Adding Value, and Teamwork.

COMMUNICATION SKILLS:

The ideal candidate will possess exceptional written and verbal communication skills, which are critical for daily interactions with Inside Sales, Outside Sales, other internal departments, and customers. The role requires troubleshooting, effectively communicating, and resolving issues in collaboration with other parties.

• Microsoft Outlook: Proficiency in Microsoft Outlook is essential, as it is the primary communication tool with both internal and external customers. The candidate must be capable of composing emails independently without reliance on pre-written scripts.
• Microsoft Teams: The candidate should be comfortable using Microsoft Teams for daily communications, including chat functionality, video calls, and screen sharing.

Tools/Software Proficiency:

• Microsoft Excel: The CSM must be highly proficient in Excel using formulas such as VLOOKUP, COUNTIFS, AVERAGEIFS, etc.
• CRM: The successful candidate will proficiently navigate and utilize a comprehensive, internally developed Customer Relationship Management (CRM) system.

SUPERVISORY RESPONSIBILITIES

This position supervises all Customer Service personnel (~10 - 15) within SMO USA.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below represent the required knowledge, skill, and/or ability. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

EDUCATION/EXPERIENCE

A bachelor's degree in business management or a related field is required.

MATHEMATICAL SKILLS

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals, and the ability to compute rate, ratio, and percent.
• Ability to draw and interpret graphs on Excel and similar software packages.

CERTIFICATES, LICENSES, REGISTRATIONS

• None

PHYSICAL DEMANDS

The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee frequently uses a computer keyboard and mouse. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds and very occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus to work on a computer monitor.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate (ringing telephones, pages, several people conversing at once, etc.)

CUSTOMER SERVICE MANAGER (CSM) CANDIDATE QUALITIES/REQUIREMENTS

Location

The Customer Service Manager must work from the Omaha, NE, office five days a week at the start. As the candidate grows in the role, a hybrid work policy is available (2 days from home).

Who are we looking for?

A highly organized, self-starting leader with management experience who leads by example-ready to roll up their sleeves when needed, yet skilled at delegating to empower their team effectively. They excel at managing time effectively, developing actionable plans, and are eager to learn products. They can analyze data, extract key insights, and communicate findings clearly.

Managing the Team

The Customer Service Team consists of 10 - 15 people with experience ranging from less than a year to over 12 years. The team follows a hybrid work-from-home policy: They need to be in the office at least three days a week, but they can choose the day.

Communication / Open Mind / Challenging Situations

The CSM will need to have excellent communication skills, both written and spoken. There are many complex/challenging issues. The candidate needs to be comfortable going into a situation with an open mind and an eagerness to get to the root of the problem without letting preconceptions get in the way.

"Ability to define problems, collect data, establish facts, and draw valid conclusions."

As Customer Service Manager, you will lead the Omaha team in delivering exceptional support to our internal and external customers. Since we do not utilize a separate escalation desk, you will personally oversee complex issues-diving deep to find root causes while strategically delegating to your team to foster their professional growth. This role requires a 'trust but verify' approach: you'll empower your team to handle challenges while remaining hands-on to ensure resolutions meet our standards of precision.

Conductix uses Microsoft Teams constantly. We use the chat functionality all day long, and are often involved in Teams Video calls. The candidate must be comfortable using Teams, especially on video calls and screen sharing.

Reporting

The candidate must regularly pull data, build reports, and use the findings to act or inform the business. They need to be comfortable with things like calculating profit, percent increases, etc.

Tools/Software

SAP: The CSM candidate doesn't need to have previous SAP experience, but it would be a bonus. As a CSM grows in the role, they will likely inherit one to four key accounts to manage. Those key accounts will have special pricing which is managed in SAP. Having SAP experience will help them become more self-sufficient.

Microsoft Excel: The CSM will pull monthly report data for their team. All these reports are done in Excel, and some include formulas like COUNTIF(S), SUMIF(S), and VLOOKUP. It is critical that the CSM have a strong grasp of Excel so they can pull these reports (and the other multitude of Excel sheets we use) in an efficient manner.

CRM: We have a very strong, homegrown CRM system. The candidate needs to be comfortable with pulling data, creating customer accounts, creating basic quotations, reviewing quotations, etc.

JIRA: We use JIRA for many different projects, but the CSM will be using the tool in relation to managing their direct reports Engineering and Supply Chain Requests. This tool can be taught fairly easily, so previous experience here is only a bonus.

Travel/Customer Visits

There is no set travel schedule for the CSM; however, at times they will travel with District Sales Managers (DSMs-outside sales) to build relationships and see applications in person. There may also be opportunities for the CSM to attend/work trade shows. We have a plant in Harlan, IA, that will need to be visited early on for training. At most, the CSM will travel two to three times a year.

Establishing Objectives

The CSM sets objectives for their direct reports and will work with the Sales Director to set their own objectives annually. These should be S.M.A.R.T. objectives that can either help push the business

Equal Opportunity Employer, including disabled and veterans.