Customer Service Manager

Ingersoll Rand is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. Customer Service Manager Location: Austin, TX (Onsite) About Us Trace Analytics, an Ingersoll Rand company, is an accredited laboratory specializing in compressed air quality testing since 1989. From our Austin, Texas facility, we help ensure the safety of firefighters, SCUBA divers, and manufactured goods worldwide. Imagine a company with technology leadership of over 160 years, yet it operates with the energy of a startup. Ingersoll Rand has dedicated itself to Making Life Better for its employees, customers, shareholders, and planets. We produce innovative and mission‑critical flow creation and life science technologies – from compressors to precision handling of liquids, gasses, and powers – to increase industrial productivity, efficiency, and sustainability. Supported by over 80+ brands, our products are used in various end‑markets including life sciences, food and beverage, clean energy, industrial manufacturing, infrastructure, and more. Across the globe, we’re driving growth with an entrepreneurial spirit and ownership mindset. Learn more at irco.com and join us to own your future. Job Overview The Customer Experience Manager will lead a team of 7 representatives, driving day‑to‑day operations and ensuring the delivery of exceptional customer service. This role is responsible for tracking key performance metrics (turnaround time, communications, and responsiveness), coaching and developing team members, and fostering a high‑performance, customer‑centric culture. The ideal candidate is a hands‑on leader who thrives in a dynamic environment, holds teams accountable to goals, and can translate strategic initiatives into measurable outcomes. Responsibilities Lead and develop a customer experience team, setting clear expectations and accountability to performance metrics Drive strategic initiatives across service operations, including accounts receivable, process improvements, and task prioritization Monitor and analyze team performance using CRM and other tools, ensuring effective workload management and client engagement Identify and implement process improvements to increase efficiency and enhance the customer experience Serve as an escalation point for complex customer issues via phone and email Review orders and invoices to ensure accuracy and completeness Build and maintain strong relationships with customers, prioritizing satisfaction and long‑term loyalty Report on progress against strategic initiatives and operational goals Requirements Bachelor’s degree in Business Administration, Communications, Management, or related field 5+ years of customer service or client‑facing experience 3+ years of supervisory or management experience leading a customer service team Proven track record of improving customer satisfaction, retention, and service processes Core Competencies Excellent verbal and written communication skills Proven ability to build, engage, and develop high‑performing teams, particularly in a growing business Comfortable in a fast‑changing environment; willing to roll up your sleeves to support the team Skilled in managing multiple priorities, channels, and problem‑solving scenarios simultaneously Ability to analyze root causes and drive effective resolutions Strong IT literacy, including CRM systems and digital communication tools (email, chat, phone) Preferences Lab or manufacturing experience Experience with call centers, help desks, or multi‑channel support environments (phone, email, chat, etc.) preferred Travel & Work Arrangements/Requirements Fully on‑site, 8am‑5pm Monday through Friday What we Offer At Ingersoll Rand, we embrace a culture of personal ownership — taking responsibility for our company, our communities, and our environment, as well as our individual health and well‑being. Our comprehensive benefits package is designed to empower you with the tools and support necessary to take charge of your health, ensuring that together, we can continue to make life better. Our range of benefits includes health care options like medical and prescription plans, dental and vision coverage, as well as wellness programs. Additionally, we provide life insurance, a robust 401(k) plan, paid time off, and even an employee stock grant, among other offerings. These benefits are our commitment to you, so you can be your best at work and beyond. If you are a person with a disability and need assistance applying for a job, please submit a request. #J-18808-Ljbffr