Customer Service Manager
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Job Location:
Haltom, TX - USA
Yearly Salary:
$ 86000 - 110000
Posted on:
Yesterday
Vacancies:
1 Vacancy
Department:
Job Summary
About the role
The Customer Service Manager oversees all customer support operations for a fast-paced automotive accessories distribution center. This role is responsible for leading a multitime zone call center team ensuring timely and accurate customer support across phone email chat and order-management channels. The manager will maintain high service levels streamline processes resolve escalations and drive continuous improvement to support company growth and superior customer satisfaction.
What youll do
- Oversee daily operations of a multitime zone call center supporting customers dealers and internal teams.
- Lead coach and develop a team of customer service and inside sales representatives to meet performance metrics quality standards and response time goals.
- Monitor inbound request volume and adjust staffing or workflow to maintain SLAs across all time zones.
- Handle complex or escalated customer issues related to orders shipping returns warranties and product inquiries.
- Collaborate with warehouse logistics sales and operations teams to resolve customer needs efficiently.
- Analyze service trends identify operational gaps and implement process improvements.
- Create and maintain customer service SOPs scripts and training materials.
- Oversee call center technologies including phone systems CRM platforms ticketing tools and reporting dashboards.
- Prepare and present weekly and monthly performance reports KPI reviews and recommendations for improvement.
- Ensure compliance with company policies customer requirements and industry best practices.
- Recruit hire and train new team members as needed.
- Foster a positive service-driven culture focused on professionalism accountability and customer satisfaction
Qualifications
- 35 years of customer service leadership experience preferably in a distribution logistics or automotive accessories environment.
- Proven experience managing a multitime zone call center.
- Strong background in coaching performance management and staff development.
- Excellent communication problem-solving and conflict-resolution skills.
- Strong ability to analyze metrics and optimize operations.
- Experience with Five 9 CRM call center systems and order/logistics platforms.
- Ability to work in a fast-paced environment and manage competing priorities.
- High level of professionalism and customer-oriented mindset.
- Automotive aftermarket parts or distribution industry experience.
- Knowledge of ecommerce order flow RMA processes and warehouse operations.
- Ability to lead cross-functional initiatives and improve operational efficiency.
- Bilingual (English/Spanish) a plus.
- NetSuite experience a bonus.
Physical Demands:
Sitting Standing Walking Reaching/Bending Manual Dexterity Exposure to varying conditions Repetitive Motion Lifting to 10 lbs. occasionally 8-hour work shift
Reasonable Accommodation Statement
Consistent with the Americans with Disabilities Act (ADA) in the State of Texas it is the policy of Frank Kent Enterprises LTD to provide reasonable accommodation when requested by a qualified applicant or employee with a disability unless such accommodation would cause an undue hardship. The policy requests for reasonable accommodation apply to all aspects of employment including the application process. If reasonable accommodation is needed please contact Brandi Beall at
Work Environment & Schedule: Day Shift Full Time on-site
May occasionally require weekends or overtime
Classification: Exempt
Salary/Hourly: Salary
Department: Customer Support
Reports To: Director of Sales
Salary Band: $86000-$110000
Required Experience:
Manager
Key Skills
- Typing
- Data Entry
- Customer Service
- Basic Math
- Computer Skills
- Windows
- Banking
- Upselling
- Pricing
- Sanitation
- Cash Handling
- Stocking
About Company
About Southwest Accessory Group Southwest Accessories Group is committed to being the premier supplier of accessories by serving our customers with precision, responsiveness, and integrity. We fulfill their needs in an accurate and seamless manner, grounded in a culture of excellence ... View more
