What are the responsibilities and job description for the Customer Experience & Quotations Manager position at Arcosa Inc.?
Ameron, a wholly owned subsidiary of Arcosa, Inc., is searching for a Customer Service and Quotations Manager to join our team in Anniston, AL. Ameron is a leader in the manufacture of poles for street lighting and traffic control. Our extensive line of Ameron™ brand products can be used in residential areas and commercial developments, including streets, highways, shopping centers and pedestrian pathways. From industrial to DOT to municipal, we have just the right pole.
What You'll Do:
• Lead, coach, and manage a team of customer service and quotations representatives to ensure high-quality customer and regional sales manager support.
• Monitor team performance, set KPIs, and provide regular feedback and performance reviews.
• Develop and implement customer service policies, procedures, and best practices.
• Handle complex or escalated customer complaints and ensure timely resolution.
• Analyze customer service metrics (response times, resolution rates, customer satisfaction scores) and implement improvements.
• Collaborate with cross-functional teams such as Sales, Engineering, and Operations to address customer needs and feedback.
• Ensure consistent communication standards across all support channels (phone, email, chat, etc.).
• Train and onboard new customer service staff when necessary.
• Identify opportunities to improve customer experience and operational efficiency.
• Prepare reports on service performance and present insights to senior management.
What You'll Need:
• Bachelor’s degree in Business Administration, Communications, or a related field (or equivalent experience).
• 3–5 years of experience in customer service, with at least 1–2 years in a leadership or supervisory role.
• Strong leadership, communication, and conflict resolution skills.
• Experience with ERP systems (Oracle) and CRM platforms.
• Ability to analyze performance metrics and drive improvements.
• Excellent organizational and problem-solving skills.
• Customer-focused mindset with a commitment to service excellence.
How You’ll Shine:
• Experience managing multi-channel customer support teams.
• Knowledge of customer experience (CX) strategies and service optimization.
• Ability to work in a fast-paced, high-volume environment.
Salary : $95,000 - $110,000