Customer Service Manager- West

Customer Service Manager – West Department: Customer Service Employment Type: Full Time Location: Irving, TX - Distribution Center Compensation: $90,000 - $110,000 / year Description The Customer Service Manager is responsible for hiring, coaching, and leading a diverse and inclusive team in a fast‑paced, rapidly changing environment. This role leads the West Accounts Team within Customer Service, based in Irving, TX, serving as a coach, mentor, and leader to help individuals grow in their careers while setting expectations on performance‑based feedback and transparency. The manager is a key contact for internal stakeholders and external customers, upholding quality service standards, modeling adherence to standard operating procedures, and driving strategies to enhance customer experience. Through effective leadership, this role promotes a culture consistent with the ASC organization while creating a highly engaged team of customer advocates to deliver a best‑in‑class experience. How You Will Help Leadership: Recruit new team members, partnering with HR on resume review, interviews, and offer decisions. Ensure timely onboarding and provide ongoing learning/development initiatives for all team members. Interact daily with team members to motivate, coach, and develop corrective action plans as needed. Direct and monitor workload balance, delegating effectively to meet customer experience goals and SLAs. Set, manage, and monitor employee/team goals with clear communication on productivity, quality, and continuous improvement expectations. Continuous Improvement: Monitor reports, KPIs, and dashboards to assess resource allocation, maximize efficiency, and ensure high customer satisfaction. Contribute to the development and rollout of customer service/sales support standard operating procedures and evaluate their effectiveness. Recommend process improvements to drive efficiency and enhance customer experience. Customer/Sales Support: Support team members in resolving escalated issues and complaints to ensure prompt resolution and consistent quality. Provide backup support and assist with tasks to ensure SLAs are met. Support onboarding and training of new team members on customer‑facing activities related to ASC and Customer Service. Serve as internal liaison for Customer Service with ASC stakeholders including sales, marketing, finance, and operations on cross‑functional initiatives. Perform other duties as assigned. What You Will Bring Prior experience managing a support team in a fast‑paced, high‑intensity, customer‑focused environment. Deep knowledge of ASC’s customer base, products, and procedures or 3‑5 years of managing a team of direct reports in customer service/sales support. Ability to remain calm and professional under pressure, modeling this behavior for the team. Excellent leadership and interpersonal skills. Strong organization skills with the ability to multi‑task and prioritize based on urgency. Strong written and verbal communication skills, capable of communicating across multiple levels within an organization. Demonstrated analytical and problem‑solving capabilities. Capacity to discern when confidentiality must be observed. Ability to work with key business partners to meet metrics and drive process improvements. Compensation The base salary range for this position is $90,000.00 - $110,000.00 USD annually. #J-18808-Ljbffr Reliable Sprinkler Co.