Customer Service Manager

InterFACE

Scottsdale, AZ

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JOB DETAILS

SKILLS

Aerospace and Defense, Analysis Skills, Automotive Engineering, Business Support, Calibration, Card Processing, Coaching, Communication Skills, Continuous Improvement, Customer Escalations, Customer Experience, Customer Relationship Management (CRM), Customer Relationship Management (CRM) Systems, Customer Service Evaluation, Customer Service Management, Customer Service Operations, Customer Service Systems, Customer Support/Service, Data Quality, Delivery Management, Depth Perception, Detail Oriented, Document Management, ERP (Enterprise Resource Planning), High School Diploma, Instrumentation, Interpersonal Skills, Inventory Levels, Inventory Transactions, Leadership, Lift/Move 35 Pounds, Logistics, Machining, Manufacturing, Manufacturing Assembly, Manufacturing Automation, Operational Strategy, Order Management, Order Processing, Organizational Skills, Partner Sales, Performance Analysis, Physical Demands, Problem Solving Skills, Process Improvement, Process Management, Production Planning, Production Systems, Purchasing/Procurement, Sales, Sales Management, Salesforce.com, Shipping/Receiving, Supply Chain, Team Lead/Manager, Testing, Time Management, Track Customer Issues, eCommerce

LOCATION

Scottsdale, AZ

POSTED

3 days ago

About Interface, Inc.

We lead the world in force measurement solutions; designing, manufacturing, and we guarantee the highest quality performance load cells, torque transducers, multi-axis sensors, and related instrumentation available. Our plant includes corporate offices,state of the art manufacturing facility, accredited calibration laboratory and multi-faceted machine shop.

Our engineering team provides force measurement solutions to the aerospace, automotive, energy, factory automation, medical which includes the test and measurement industries as well.Interface products can measure from grams to millions of pounds in hundreds of models and physical sizes. By maintaining the entire process, from design, machining, strain gage manufacturing and assembly, and in our own facilities, we can ensure the highest degree of performance possible.

POSITION SUMMARY: The Customer Service Manager is responsible for leading and overseeing all customer service and order management functions, including sales order entry, order processing, and customer communications. This role ensures accurate and timely processing of customer orders while proactively managing expectations for delivery, status updates, and issue resolution both internally and externally.

The Customer Service Manager supervises daily customer support activities across phone, email, and chat, ensuring a high level of service and responsiveness. This position partners closely with Sales, Production, and Planning teams to drive operational efficiency, maintain data integrity within ERP and Salesforce.com systems, and support overall business objectives. The role also oversees reporting, customer activity tracking, and continuous improvement initiatives to enhance the customer experience.

ESSENTIAL FUNCTIONS:

Oversee and manage daily sales order processing, including quoted and non-quoted orders, ensuring accuracy, completeness, and timely entry into ERP systems
Supervise order acknowledgment processes, including assignment to the sales team, Salesforce activity updates, and documentation management
Lead front-line customer support operations across phone, email, and chat, ensuring inquiries are resolved promptly or routed appropriately
Oversee resolution of customer inquiries related to order status, logistics, changes, and escalations
Drive proactive customer communication strategies to provide updates on order status, delays, and changes, ensuring a high-quality customer experience
Manage and review daily bookings reports and other key performance and activity reports
Develop, monitor, and analyze reporting related to customer complaints, order changes, status updates, commit date performance, and inbound activity
Oversee e-commerce order processing, including credit card transactions and daily inventory audits for web updates
Partner with Planning and Production teams to review schedules, inventory levels, and order priorities; represent Customer Service in production meetings
Manage and escalate special customer requests, including expedited orders, shipping consolidations, and vendor-related changes
Ensure team maintains a working knowledge of company products, services, and capabilities to effectively support customers
Lead, coach, and develop customer service team members to ensure performance goals and service standards are met
Drive continuous improvement initiatives related to customer service processes, systems, and reporting

COMPETENCIES:

Strong leadership and team management skills
Excellent communication and interpersonal skills
High attention to detail and organizational skills
Strong problem-solving and decision-making abilities
Proficiency in ERP systems and CRM platforms

REQUIRED EDUCATION/EXPERIENCE:

High School Diploma or GED
3-5 years of customer service experience, including leadership or supervisory responsibilities

PREFERRED EDUCATION/EXPERIENCE:

Associate's or Bachelor's degree, or equivalent experience
Experience with Salesforce or similar CRM systems
Background in manufacturing, supply chain, procurement, or production environments

WORK ENVIRONMENT: Working in an office environment and using a computer. The position is busy and will require you to work at a fast pace.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk and hear. The employee must be able to lift and/or move items over 35 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

AAP/EEO STATEMENT: All qualified applicants will receive consideration for employment without regard to race, color, religion, religious creed, sex, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, military and veteran status, marital status, pregnancy, gender, gender expression, gender identity, sexual orientation, or any other characteristic protected by local law, regulation, or ordinance. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Employment is contingent upon passing a background check and a drug screen.

** Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice **

About the Company

InterFACE

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