Service Center Manager

Service Center Manager Job Description Template

Our company is looking for a Service Center Manager to join our team.


  • Identifies sales opportunities and develops customer solutions;
  • Evaluates all freight claims;
  • Develops sales/marketing action plans to maximize territory revenue;
  • Keeps fully informed of competitor developments;
  • Ensures that Service Center premises are protected and maintained;
  • Effectively handles special assignments as directed;
  • Maintains excellent communication with external and internal customers;
  • Inspects and measures Service Center performance to identify opportunities or problem areas and develop solutions;
  • Facilitates informational meetings with Service Center team members;
  • Investigates, reports and initiates corrective actions for accidents, job related injuries and employee discrepancies;
  • Recruits, qualifies, interviews, hires, trains and develops Service Center personnel;
  • Analyzes revenue statistics;
  • Oversees all service center operations and personnel, insuring friendly, quality service and accurate results;
  • Develops and enhances abilities of staff to professionally and proactively help members in achieving their financial objectives;
  • Responsible for ongoing development and training for all service center staff including reviewing and evaluating staff performance.


  • Managed Drivers and Dock Workers;
  • Managed a Sales staff;
  • Has been responsible for developing and following a budget;
  • Knowledge and experience with Remedy IT Service Management Suite;
  • Excellent inter-personal skills, so as to be able to build up and maintain effective relationships;
  • At least one year as a manager or supervisor of an IT Call Center with 75+ employees;
  • Ability to communicate effectively to a variety of audiences;
  • HDI Support Center Manager certification or ability to obtain within 3 months of hire;
  • Ability to think strategically and develop creative and innovative solutions to problems;
  • Ability to develop and motivate a team;
  • Must be a strong leader, manager and team builder/player with superior communication and problem-solving skills;
  • Must be a US Citizen;
  • Bachelor degree in business or equivalent years of experience required;
  • Proficiency in understanding of the ACD systems;
  • Prior supervisory and management knowledge and skills required.