Customer Service Manager

Position Summary

The Customer Service Manager is responsible for leading, developing, and supporting the Customer Service team while ensuring an exceptional customer experience. This position oversees daily customer service operations, drives accountability and performance, resolves escalated customer concerns, and partners with cross-functional teams to support company objectives. The Customer Service Manager is expected to model and promote Door Controls USA's Core Values in every interaction with customers, teammates, and business partners.

---Essential Responsibilities

Leadership & Team Development

• Lead, coach, and develop Customer Service Representatives to achieve departmental and organizational goals.
• Foster a positive, collaborative, and accountable work environment.
• Conduct regular performance discussions, training, and development activities.
• Establish clear expectations and provide ongoing feedback to team members.

Customer Experience

• Ensure customers receive timely, accurate, and professional support.
• Manage and resolve escalated customer issues while maintaining strong customer relationships.
• Monitor customer feedback and identify opportunities to improve service delivery.
• Serve as a customer advocate within the organization.

Operational Excellence

• Monitor departmental metrics and service performance.
• Identify and implement process improvements that increase efficiency and customer satisfaction.
• Partner with Sales, Operations, Purchasing, Technical Support, Shipping, and Accounting to resolve customer concerns and improve processes.
• Support the development and maintenance of customer service procedures and best practices.

Communication & Collaboration

• Facilitate effective communication across departments.
• Ensure customer expectations are communicated and managed appropriately.
• Participate in leadership meetings and strategic initiatives.
• Promote teamwork and collaboration throughout the organization.

Core Values & Leadership Expectations

At Door Controls USA, our Core Values define how we work, communicate, solve problems, and support one another. Every leader is expected to model these values daily. [doorcontrolsusa.com]

Together We Thrive

• Builds strong relationships across departments.
• Encourages collaboration and teamwork.
• Supports teammates and contributes to a positive culture.
• Creates an environment where people can succeed together.

Do What You Say

• Delivers on commitments.
• Communicates proactively and honestly.
• Creates accountability within the team.
• Demonstrates reliability and consistency.

Do the Right Thing

• Acts with integrity and professionalism.
• Makes decisions that align with company values and customer needs.
• Treats customers, teammates, and partners with respect.
• Fosters trust through ethical behavior.

Better Every Day

• Continuously seeks opportunities to improve people, processes, and results.
• Embraces learning and development.
• Uses data and feedback to drive improvement.
• Encourages innovation and constructive change.

Get'er Done

• Takes ownership of challenges and responsibilities.
• Maintains a sense of urgency while ensuring quality outcomes.
• Focuses on solutions rather than obstacles.
• Drives tasks and initiatives through completion.

Qualifications

Required

• Minimum 5 years of customer service experience.
• Minimum 2 years of leadership or supervisory experience.
• Strong communication, interpersonal, and conflict-resolution skills.
• Excellent organizational and problem-solving abilities.
• Ability to manage multiple priorities in a fast-paced environment.

Preferred

• Experience in manufacturing, distribution, construction, doors, hardware, or related industries.
• Experience with ERP, CRM, and Microsoft Office applications.
• Process improvement and continuous improvement experience.

Success Measures

Success in this role is demonstrated through:

• High levels of customer satisfaction and retention.
• A well-trained, engaged, and accountable customer service team.
• Continuous improvement of service metrics and operational performance.
• Effective cross-functional collaboration.
• Consistent demonstration of Door Controls USA Core Values.

At Door Controls USA, we don't just evaluate performance by results—we evaluate how those results are achieved through our Core Values: Together We Thrive, Do What You Say, Do the Right Thing, Better Every Day, and Get'er Done.