Job Purpose:

The main purpose of the Customer Service Manager (CSM) is responsible for leading and managing the customer service team to provide exceptional customer service in the areas of part sales, shipments, customer and warranty support. This role involves overseeing the entire customer service process, from order placement to post-sales support, with a focus on troubleshooting, resolution, and communication. Additionally, the CSM has ownership of the continued strategic development of after sales support and revenue growth. The CSM role will report to the Director of Sales and Marketing.

Essential Job Responsibilities: 

• Willingness to learn and participate in intense self-learning to obtain knowledge of company products and processes
• Excellent communication & listening skills in order to interact with customer in person and over the phone in a friendly and informative manner
• Ability to learn use of ERP system to create and process orders
• Advanced knowledge of Microsoft Office (Outlook, Word and Excel)
• Continuously assess and improve customer service processes to enhance the customer experience – Make Travis Body & Trailer easier to do business with
• Monitor and evaluate customer service interactions to ensure quality and adherence to company standards
• Generate reports on key performance indicators, customer satisfaction, and trends in part sales, pricing, warranty claims, and shipment execution
• Complete ownership and oversight of order to shipment process of Trailers and Parts.
• Responsible for Warranty process from start to close, including RMA process
• Takes lead on all customer inquiry situations and sources answers and solutions from other department leads
• Dealer contact oversight for internal department dealer needs, such as MSOs, AR, correcting customer challenges, and overall conflict resolution.
• This position has initial responsibility for the following direct reports: (2) Inside sales, (1) parts picking/pack/ship and (1) trailer shipping.
• Other duties as assigned

Essential Skills, Experience and Education: 

• Strong leadership and team management skill
• Familiarity with part sales processes and warranty management
• Analytical mindset with a focus on continuous improvement
• At least 7 years of continuous customer service experience in sales, preferably in industrial truck, trailer, or equipment, and/or parts
• At least 3 years of experience with ERP systems, Syteline preferred
• Bilingual (English/Spanish) preferred but not required
• Bachelors Degree from an accredited university
• Valid TX DL

Essential Physical Requirements: 

• Regularly kneeling, stooping, bending, and turning at waist
• Regularly seated for prolonged period
• Regular use of computer
• Occasionally climbing ladder/staircase above 2 ft.
• Occasionally lifting and carrying 50 lbs. unassisted
• Occasionally pulling and pushing 50 lbs. unassisted
• Repeated reaching over head with, at least, 5 lbs. weight.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Required Work Hours and Schedules: 

• Office hours are Monday through Friday 8:00 AM – 05:00 PM
• Occasional overnight travel – 20% or less