Customer Service Manager Job at VMC Group in Houston

The Customer Service Manager is a strategic leadership role responsible for optimizing customer service operations across multiple sites. This individual will act as the primary advocate for our customers, ensuring that each touchpoint along the customer journey is engaging, efficient, and effective. Success in this role will drive higher customer satisfaction, loyalty, and referrals while building a world-class customer service organization at VMC Group.

Responsibilities not limited to:

Design & Improve the Customer Experience

• Map the customer journey, proactively addressing needs and challenges.
• Develop and implement a customer service strategy aligned with company goals.

Increase Customer Satisfaction

• Ensure each interaction delivers a remarkable customer experience.
• Lead resolution of escalated issues, acting as the main interface for critical concerns.
• Manage customer information to increase retention and drive sales.

Team Leadership

• Lead and mentor a geographically dispersed customer service team.
• Establish structure, training, and performance management processes.
• Foster a culture of accountability, growth, and exceptional service.

Innovation & Collaboration

• Test and implement strategies to create customer value.
• Partner with Sales, Operations, and Engineering to address customer needs.
• Stay current with industry best practices to continuously improve service delivery.

Reporting & Analysis

• Track and report on service performance metrics (response times, satisfaction, etc.).
• Leverage data to make informed recommendations to senior management.
• Ensure compliance with company policies and industry regulations.

Requirements:

• Bachelor’s degree in Business, Management, or related field (preferred).
• 5+ years of customer service leadership experience, with at least 3 years managing teams.
• Proven success in fast-paced industries such as manufacturing or logistics.
• Strong leadership, coaching, and strategic planning abilities.
• Excellent communication and interpersonal skills.
• Proficiency in Microsoft Office; CRM/ERP experience required.
• Analytical problem-solver with strong decision-making skills.
• Ability to thrive under pressure and handle complex customer situations professionally.