What are the responsibilities and job description for the Client Services Manager position at The Masonry Center, Inc.?
Role Title: Client Services Manager
Department: Sales & Operations
Reports To: Sales
Role Summary
The Client Services Manager oversees the customer experience from order to delivery, ensuring clients - including builders, designers, dealers, and contractors—receive exceptional service and support. This role leads the inside sales and customer service team, coordinates with logistics and purchasing, and maintains strong communication with both internal departments and external partners.
The Client Services Manager serves as the key link between sales, operations, and customers, focusing on accuracy, responsiveness, and relationship quality to drive client satisfaction and repeat business.
Key Responsibilities
- Lead and mentor the customer service and inside sales team to provide timely, professional, and solution-oriented support.
- Manage daily order flow, ensuring accuracy, on-time fulfillment, and proactive communication with customers.
- Serve as an escalation point for client issues, working with logistics, purchasing, and warehouse teams to resolve challenges quickly.
- Develop and maintain strong relationships with key accounts, builders, and showroom partners.
- Collaborate with sales leadership to improve service processes, pricing accuracy, and overall customer experience.
- Monitor and report on service metrics such as order accuracy, response times, and client satisfaction.
- Train the service team on product knowledge, systems, and best practices in client communication.
- Support new product launches, sample distribution, and showroom updates.
- Contribute to a positive, professional company culture centered on teamwork and customer care.
Qualifications
- 3–5 years of experience in customer service, inside sales, or operations - preferably in tile, flooring, or building materials distribution.
- Proven leadership or team management experience.
- Strong communication and problem-solving skills.
- High attention to detail with the ability to manage multiple priorities.
- Understanding of order flow, logistics, and inventory coordination.
Success in This Role Looks Like
- Customers consistently describe their experience as easy, responsive, and dependable.
- Orders are fulfilled accurately and on schedule.
- The inside service team operates efficiently with clear communication across departments.
- The company’s reputation for reliability and professionalism is strengthened through every client interaction.