Customer Service & Quotations Manager

Lead, coach, and manage a team of customer service and quotations representatives to ensure high-quality customer and regional sales manager support. Monitor team performance, set KPIs, and provide regular feedback and performance reviews. Develop and implement customer service policies, procedures, and best practices. Handle complex or escalated customer complaints and ensure timely resolution. Analyze customer service metrics (response times, resolution rates, customer satisfaction scores) and implement improvements. Collaborate with cross-functional teams such as Sales, Engineering, and Operations to address customer needs and feedback. Ensure consistent communication standards across all support channels (phone, email, chat, etc.). Train and onboard new customer service staff when necessary. Identify opportunities to improve customer experience and operational efficiency. Prepare reports on service performance and present insights to senior management. What You'll Do Lead, coach, and manage a team of customer service and quotations representatives to ensure high-quality customer and regional sales manager support. Monitor team performance, set KPIs, and provide regular feedback and performance reviews. Develop and implement customer service policies, procedures, and best practices. Handle complex or escalated customer complaints and ensure timely resolution. Analyze customer service metrics (response times, resolution rates, customer satisfaction scores) and implement improvements. Collaborate with cross-functional teams such as Sales, Engineering, and Operations to address customer needs and feedback. Ensure consistent communication standards across all support channels (phone, email, chat, etc.). Train and onboard new customer service staff when necessary. Identify opportunities to improve customer experience and operational efficiency. Prepare reports on service performance and present insights to senior management. What You’ll Need Bachelor’s degree in Business Administration, Communications, or a related field (or equivalent experience). 3–5+ years of experience in customer service, with at least 1–2 years in a leadership or supervisory role. Strong leadership, communication, and conflict resolution skills. Experience with ERP systems (Oracle) and CRM platforms. Ability to analyze performance metrics and drive improvements. Excellent organizational and problem-solving skills. Customer-focused mindset with a commitment to service excellence. How You’ll Shine Experience managing multi-channel customer support teams. Knowledge of customer experience (CX) strategies and service optimization. Ability to work in a fast-paced, high-volume environment. #J-18808-Ljbffr Arcosa Inc.