Customer Service Manager Position Available In Madison, Alabama

Customer Service Manager

Customer Service Manager Location:

HUNTSVILLE, AL, United States

Job Family :

Customer Service

Job Type :

Regular

Posted :

Jun 13, 2025

Job ID:

57683 Job Description 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.