What are the responsibilities and job description for the Senior Customer Service Manager position at Standex Electronics?
The Senior Customer Care Manager is responsible for leading and optimizing the day-to-day operations of the Customer Service Department. This role ensures consistent, high-quality customer experiences by managing people, processes, systems, and performance metrics. The manager partners cross-functionally with Sales, Supply Chain, Quality, IT, and Finance to resolve issues, improve efficiency, and drive continuous improvement.
What You’ll Do
Operations & Process Management
- Oversee teams supporting account management, quotes, and order processing.
- Oversee daily customer care operations, ensuring service levels, response times, and resolution targets are met.
- Keeping ahead of developments in customer service, working with senior management to create new strategies, and implementing these new strategies within the department to improve the quality of service.
- Partner with IT and business teams on system enhancements and integrations.
- Develop, document, and continuously improve customer care processes and standard operating procedures (SOPs)Identify operational bottlenecks and implement scalable solutions to improve efficiency, accuracy, on-time delivery, and customer satisfaction.
- Ensure effective use of ERP systems
- Support CRM implementation and optimization of CRM (Salesforce.com) and data quality standards.
- Lead continuous improvement initiatives to reduce errors, rework, and cost-to-serve.
- Establish and maintain SOPs for order management, returns, credits, and claims.
Team Leadership & Development
- Lead, coach, and develop Customer Service representatives.
- Coach teams on consultative communication and customer relationship management.
- Set clear performance expectations and conduct regular coaching and performance reviews.
- Foster a customer-centric, accountable, and collaborative team culture.
- Support hiring, onboarding, and training initiatives
Customer Experience & Issue Resolution
- Act as an escalation point for complex or high-impact customer issues.
- Analyze customer feedback, complaints, and trends to drive corrective actions.
- Partner with internal & external stakeholders to resolve root causes and prevent recurring issues.
- Champion customer advocacy across the organization
Metrics, Reporting & Continuous Improvement
- Define and track KPIs.
- Use data to drive continuous improvement and strategic decision-making.
- Support customer care transformation initiatives, including automation and system enhancements
What You’ll Bring
- Bachelor’s degree in business, Operations, or a related field (or equivalent experience).
- Strong understanding of customer service metrics, ERP workflows, and best practices.
- Ability to lead teams and manage change.
- Work cross-functionally with procurement, supply chain, operations, sales, and finance to improve efficiency, accuracy, and overall customer experience.
What We Value
- Experience in manufacturing, distribution, or technical customer support environments.
- Experience with CRM and ERP platforms (e.g., Salesforce, Zendesk, SAP, Oracle)
- Lean, Six Sigma, or continuous improvement experience
Key Competencies
- Operational excellence and process improvement.
- Customer-first mindset.
- Data-driven decision-making.
- Strong communication and cross-functional collaboration.
- Leadership, coaching, and conflict resolution