Customer Service Manager

Description

Who We Are:

At Integrated Power Services (IPS), we're committed to empowering you to make a meaningful impact. As the industry's leading and fastest-growing service provider, IPS offers single-source electromechanical and power management solutions to enhance the reliability of critical infrastructure across North America and the United Kingdom. We serve over 30,000 essential customer locations, from renewable energy pioneers to hospitals, manufacturers, and municipalities, helping them avoid costly downtime and ensure mission-critical operations.

When you join IPS, you're joining a team that's revolutionizing equipment and process reliability across diverse sectors, from power generation to petrochemicals, and beyond. You'll learn from industry experts, grow alongside a talented workforce, and be part of a company that is built on the Shared Values of Safety, Integrity, Teamwork, Accountability, Customer Focus, and Entrepreneurial Spirit.

Key Responsibilities and Expectations:

Integrated Power Service (IPS) is looking for a talented Customer Service Manager to join our Team at the Denver Kingston Street Facility. The Customer Service Manager role is a semi-technical position responsible for directing and coordinating all customer service activities to ensure an Unmatched Customer Experience. As a Customer Service Manager for IPS, you will support and guide the Customer Service team using Servant Leadership, while serving as a primary contact for our customers. You will also serve as the leader for our supply chain purchasing activities and as primary contact for vendors.

• Provide proactive customer service for timely and cost-effective completion of all customer service-related activities
• Act as a non-technical resource to address and/or coordinate the resolution of inquiries and problems from customers and vendors
• Support the outside sales organization, vendors, and OEM partners
• Review contractual requirements of incoming purchase orders and compare to IPS proposals to ensure matching language or to highlight potential concerns
• Partner with the Operations Team to open jobs in the ERP system, populate work plans, generate & send order acknowledgements, and process customer billing
• Solicit proposal from vendors for internal material requisitions for purchase of materials and services, issue purchase orders as directed, and track orders through delivery/completion
• Facilitate weekly production reviews and monthly margin reviews
• Provide customers with regular schedule updates on existing projects
• Review facility payroll records as a second approver
• Review and approve technician expenses
• Support IPS Corporate Accounts Receivables Team on aging invoices and collections
• Proactively explore and present ideas that improve operations, drive improvement in margins, start to quote, approval to ship, and the overall Unmatched Customer Experience
• Participate as a member of the facility's Steering Committee
• Maintain in-depth understanding of products, services, and competitors, using knowledge to grow IPS business
• Responsible for Key Customer Facing Metrics: Quality, Time to Quote, Approval to Ship and Ship to Invoice
• Utilize CIPS tools and processes
• Ensure proper procedures and standards are in place to conform to IEEE, ISO, and IPS Standard of Work (SOW) requirements
• Assist in achieving financial targets set out by the Annual Operating Plan (AOP)

Qualifications and Competencies:

• 5+ years of progressive customer service experience, including supervisory or management responsibilities required.
• Bachelor's degree in Business Administration, Management, Operations, Finance, Communications, or a related field required (equivalent combination of education and relevant work experience may be considered)
• Experience managing customer accounts, order processing, and issue resolution required.
• Experience with invoicing, accounts receivable support, or billing administration required.
• Experience interpreting and understanding profit and loss statements required
• Proficiency with ERP systems (e.g., SAP, Oracle NetSuite, Microsoft Dynamics 365, or similar) required.
• Advanced proficiency with Microsoft Office Suite required (Excel, Word, Power Point, Project, Power Apps, Outlook, and Teams).
• Experience with purchasing, procurement, vendor management, or supply chain coordination preferred.
• Experience in a repair, manufacturing, distribution, construction, industrial services, or a related operational environment preferred.
• Experience in transformer, switchgear, or circuit breaker repair or related industry preferred
• Technical background with electrical and/or mechanical products preferred
• Project management experience or PMP certification preferred
• Excellent interpersonal skills, including the ability to build rapport with current and potential customers
• Highly organized with exceptional attention to detail.
• Strong analytical and problem-solving abilities.
• Customer-focused mindset with a commitment to service excellence.
• Ability to work independently and make sound business decisions.
• Adaptable and capable of thriving in a fast-paced environment.
• Strong sense of accountability and ownership.
• Ability to communicate effectively with customers, vendors, executive leadership, and operational teams.
• Ability to understand, perform and retain various job-related training
• Flexible with hours, overtime, and some weekend work

Benefits:

• Paid Time Off (PTO)
• 401k Employer Match
• Bonus Incentives
• Tuition Reimbursement Program
• Medical, Dental and Vision plans
• Employee Assistance Program (EAP)
• And more!

IPS is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status.

Any offer of employment is contingent upon the successful completion of a background investigation and drug screen.

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