Customer Service Manager

Position Summary

The Customer Service Manager is responsible for leading the day to day customer service operations at a single facility. This role is highly hands on, working closely with the team to ensure an excellent customer experience, accurate order processing, and strong communication with sales, operations, and other internal partners. The manager will coach and support the team while also personally handling escalated issues, monitoring performance, and ensuring that service levels meet business expectations. This position requires a strong customer focused mindset, solid leadership skills, and the ability to build a positive and productive team environment.

Responsibilities 

• Serve as the primary point of contact for escalated customer concerns. 

• Ensure timely resolution of order issues, returns (RGAs), shipping questions, and product inquiries. 

• Maintain strong relationships with key customers while fostering a reliable, customer‑first culture. 

• Support cross‑selling or up‑selling opportunities where appropriate

• Lead, coach, and support the customer service team at the site, ensuring consistent, high‑quality service. 

• Be hands‑on in daily operations, including order entry, issue resolution, customer follow‑ups, and communication with internal teams. 

• Monitor daily workflow and adjust priorities to meet service commitments. 

• Conduct regular team huddles, training, and performance feedback.

• Partner closely with on‑site factory/operations leaders to ensure accurate order fulfillment and customer commitments. 

• Work with Outside Sales to provide updates on customer issues or opportunities. 

• Assist in tracking lost opportunities and recommending corrective actions.

• Track and report team KPIs; identify trends and areas for improvement. 

• Analyze customer service data to help improve quality, response time, and overall performance. 

• Support the development or refinement of site level customer service processes.

Minimum Qualification 

• Bachelor’s degree in Business, Logistics, or related field preferred, or equivalent experience. 

• 5–7 years of experience in customer service, with at least 2+ years in a leadership role within a manufacturing environment. 

• Hands‑on experience managing a single‑site customer service team. 

• Strong knowledge of customer service best practices, call control, and account management. 

• Excellent communication skills—both written and verbal. 

• Ability to coach, mentor, and develop team members. 

• Strong organizational and time‑management skills. 

• Self‑motivated, energetic, and committed to delivering great service.

About Us:

For over 35 years, TERREPOWER (formerly BBB Industries) has been a leader in sustainable manufacturing, driving the circular economy by extending the life of essential products in the automotive and industrial markets.

Founded in 1987 in Daphne, Alabama by the Bigler family, TERREPOWER began as a small regional remanufacturer of starters and alternators. Our commitment to quality and innovation quickly earned us a reputation as a trusted name in the automotive industry.

Recognizing new challenges and opportunities, in 2019 we set our sights on EV battery upcycling-addressing one of the industry’s most pressing issues. Our engineering team pioneered solutions to extend EV battery life, pushing the boundaries of sustainable innovation.

Recognizing that demand for solar panels would exceed availability and 100,000 tons of waste would potentially go into landfills by 2035, our team searched for an innovative way to upcycle solar panels. With an eye on the future, we developed ways to upcycle solar panels.

Rooted in family and community values, we’re proud to have second-generation employees contributing to our legacy. Backed by Clearlake Capital, we’ve expanded our footprint into Europe with facilities in Spain, Italy, Denmark, Germany and Poland. We now sustainably manufacture and supply an assortment of nondiscretionary repair parts across more than 90 countries. 

As we move forward under the TERREPOWER name, we remain committed to the same values that have always defined us: entrepreneurship, teamwork, customer-centered, sustainability, safety.

Why Join Us?

When you join our team, you become part of a company that is redefining how essential products are made, reused and repurposed to reduce waste and maximize resources.

Here’s what sets us apart:

• Purpose-Driven Work – Every day, your work will contribute to extending the useful life of essential products, keeping vehicles on the road and critical systems running.
• Innovative Mindset – We encourage creative problem-solving and bold ideas to push the boundaries of what is possible.
• Global Reach, Local Impact – With operations in North America and Europe, we have a global presence but remain deeply connected to the communities we serve.
• Growth & Development – Whether you’re on the production floor, in engineering, or part of our corporate team, we invest in your success through training, mentorship, and career advancement opportunities.
• A Culture of Collaboration – Rooted in teamwork and shared values, our employees work together to tackle challenges and drive meaningful change.

 TERREPOWER is an Equal Opportunity Employer. We are committed to fostering an inclusive, diverse, and equitable workplace. We welcome applicants of all backgrounds and do not discriminate on the basis of race, color, sex, pregnancy, age, veteran status, religion, national origin, genetic information, disability unrelated to the ability to perform a job, sexual orientation, or transgender status to the extent protected by law. We believe that diversity drives innovation and success.