Manager Customer Service Quantix SCS LLC
Overview
Lead, coach, and develop the customer service team, ensuring high levels of engagement, productivity, and professional growth while monitoring day-to-day operations to ensure accurate and timely handling of all customer inquiries, orders, escalations, and special requests.
What You'll Do11
- 1Lead, coach, and develop the customer service team, ensuring high levels of engagement, productivity, and professional growth
- 2Monitor day-to-day operations to ensure accurate and timely handling of all customer inquiries, orders, escalations, and special requests
- 3Establish and track KPIs related to service quality, order accuracy, response time, and customer satisfaction; provide actionable insights
- 4Collaborate closely with Sales, Operations, and Supply Chain teams to resolve issues, align priorities, and streamline information flow
- 5Represent the department in internal and external meetings, advocating for customer needs and contributing strategic input
- 6Handle escalated customer issues, providing guidance and resolution while identifying root causes and systemic fixes
- 7Drive process improvements that elevate service levels, reduce errors, and increase team efficiency
- 8Lead team meetings, training sessions, and one-on-one check-ins to ensure alignment and performance accountability
- 9Contribute to system enhancements or service model upgrades by offering customer service perspective and testing support
- 10Maintain compliance with industry regulations, customer-specific protocols, and company policies including Responsible Care standards
- 11Support talent acquisition, onboarding, and succession planning for the Customer Service department
Requirements11
- 1Bachelor’s Degree in Business Communications or related field preferred
- 2Minimum 5–7 years of experience in customer service or account management, with at least 2 years in a leadership role
- 3Proven ability to coach and inspire teams, manage performance, and drive results in a service-driven environment
- 4Advanced analytical, organizational, and conflict-resolution skills
- 5Ability to communicate effectively across all levels of the organization and with external stakeholders
- 6Experience leading projects or service transformations preferred
- 7Physical demands include sitting using hands and fingers, occasional standing walking reaching climbing balancing stooping kneeling crouching crawling
- 8Vision abilities required by this job include close vision
- 9Reasonable accommodation can be made to enable people with disabilities to perform the described essential job functions
- 10Employee is required to talk and hear
- 11Occasionally required to sit and use their hands and fingers to handle or feel and manipulate keys on a keyboard
Salary Insight
Salary not disclosed in listing
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