MTE - Customer Service Manager

Job Description Our Customer Service Manager will support an international team. While we prefer this role to be on‑site in our Franklin, TN office, we will consider a remote/hybrid role with the expectation to travel to Franklin, TN, as well as other MTE locations and customer sites. Manage day‑to‑day leadership of the Customer Service team: onboarding, training, development, Q&A responses, coaching Daily production support: delegation, oversight, approvals Customer issue management: escalation from reps; manage exceptions, complaints, and sensitive issues Monitor service performance: lead the team on hitting KPIs, SLAs, and quality targets Manage staffing needs and shift coverage Stakeholder engagement (Voice of the Customer) Deep understanding of customer service workflows and resolution frameworks Develop and manage SLAs, KPIs, queue management, and workload balancing Deep working knowledge of products & services Understand internal process touchpoints Define customer communication protocols & brand standards This is not an exhaustive list of tasks, and our Customer Service Manager will be expected to bring a collaborative and team mentality to continue to help move the business and our customers forward. Qualifications Bachelor's Degree in Business Administration, Marketing, or similar (experience considered in lieu of degree) 3–7 years in customer service, manufacturing, and B2B preferred 2+ years leading or supervising a team Experience onboarding, training, and developing new team members Proven track record managing escalations Managing SLAs, KPIs, or customer performance metrics Scheduling or shift coverage management Experience building or improving customer‑facing processes Experience building or improving customer communication templates Hands‑on experience with CRM D365 experience and knowledge Exposure to process improvement Equal Opportunity & EEO Statement Manchester Tank is an equal opportunity employer committed to providing equal employment opportunity in all employment practices. We will not discriminate against any applicant for employment because of race, color, religion, sex, national origin, age, sexual orientation, disability, veteran or service member status, marital status, citizenship status, or any other category protected by federal, state, or local law. All your information will be kept confidential according to EEO guidelines. #J-18808-Ljbffr McWane Plumbing Group