Customer Service Manager

Customer Service Manager PMX ProMaxima Houston, TX Job Details Full-time $65,000 - $75,000 a year 1 day ago Benefits Paid holidays Health insurance Dental insurance Paid time off Vision insurance Opportunities for advancement Qualifications Customer returns handling Process improvement Improving operational efficiency Bachelor's degree Team management B2B Manufacturing Cross-functional collaboration Order entry Cross-functional communication Full Job Description About PMX ProMaxima PMX ProMaxima is a leading American manufacturer of commercial fitness equipment, serving schools, universities, commercial gyms, multifamily housing, healthcare, and government markets. We pride ourselves on delivering high-quality, American-made products with industry-leading lead times and a strong dealer distribution network. As we continue to grow, we are looking for a Customer Service Manager to elevate the customer experience, strengthen dealer relationships, and build scalable service processes that support our next phase of growth. Position Overview The Customer Service Manager will lead all aspects of PMX's customer service and support functions, including order management, dealer communication, issue resolution, and post-sale support. This role is critical in ensuring a seamless customer experience from order placement through delivery and beyond. This position reports to the VP of Sales and works cross-functionally with Sales, Production, Logistics, and Customer Care teams. Key ResponsibilitiesCustomer Experience Leadership

• Own and improve the end-to-end customer experience across all channels
• Establish service standards and KPIs for response time, resolution time, and customer satisfaction
• Develop proactive communication strategies for order updates, delays, and issue resolution Team Leadership & Development
• Lead, coach, and develop the customer service team
• Establish clear roles, accountability, and performance expectations
• Build scalable processes to support company growth Order Management & Dealer Support
• Oversee order entry accuracy, order tracking, and fulfillment coordination
• Act as the primary escalation point for dealers and key accounts
• Strengthen relationships with major partners and distributors Cross-Functional Coordination
• Partner with Production and Logistics to ensure accurate timelines and delivery expectations
• Work closely with Sales to align on customer needs and project execution
• Collaborate with Finance on billing, credits, and account resolution Process Improvement
• Identify inefficiencies and implement process improvements across customer service workflows
• Implement and optimize CRM and service management tools
• Develop reporting dashboards and insights to drive decisions Issue Resolution & Risk Management
• Lead resolution of high-impact customer issues and escalations
• Develop structured approaches to warranty claims, returns, and service issues
• Ensure consistent communication and follow-through Qualifications
• 5+ years of experience in customer service leadership, preferably in manufacturing or distribution
• Proven experience managing dealer networks or B2B customer relationships
• Strong operational mindset with the ability to build and scale processes
• Excellent communication and problem-solving skills
• Experience working cross-functionally with sales, production, and logistics teams
• Proficiency in CRM/ERP systems
• Bachelor's degree preferred What Success Looks Like
• Improved customer satisfaction and dealer retention
• Faster response and resolution times
• Increased order accuracy and reduced errors
• Strong alignment between sales, production, and customer expectations
• Scalable systems that support PMX's continued growth Why PMX ProMaxima
• American manufacturing with strong market differentiation
• Growth-focused leadership team with clear strategic vision
• Opportunity to build and lead a critical function
• High-impact role with visibility across the organization Compensation & Benefits
• Competitive base salary + performance bonus
• Health benefits (medical, dental, vision)
• Paid time off and holidays
• Career growth opportunities within a rapidly expanding company How to ApplySubmit your resume and a brief note on why you're a fit for this role

Pay:

$65,000.00 - $75,000.00 per year

Benefits:

Dental insurance Health insurance Paid time off Vision insurance

Work Location:

In person