What are the responsibilities and job description for the Customer Service Manager position at Thetford LLC & Norcold LLC?
Company Description
This position is employed by Dave Carter & Associates, a respected distributor of electrical, plumbing, and building supplies serving the recreational vehicle and manufactured housing industries. In October 2025, Dave Carter & Associates was acquired by Thetford LLC, a global leader in sanitation, refrigeration, and cooking products for the RV and marine markets.
As part of this strategic integration, the role will operate within a combined organizational platform that leverages the strengths of both companies—offering expanded product offerings, enhanced logistics capabilities, and a broader reach across 65 countries. Employees benefit from the stability and resources of a global brand while contributing to the continued growth and innovation of the North American RV and manufactured housing sectors.
This role presents a unique opportunity to be part of a transformative phase in the company’s evolution, with access to new tools, leadership, and operational support designed to elevate customer service and product excellence.
Role
The Customer Service Manager leads the strategic and daily operations of customer support functions—including the call center, chatbot automation, ticketing systems, and warranty fulfillment—to ensure prompt, professional, and policy-aligned service delivery. This role is responsible for optimizing workflows, leveraging technology to enhance responsiveness, maintaining performance metrics, and driving continuous improvement. By training and developing the customer service team and collaborating cross-functionally, the Manager ensures a seamless and high-quality customer experience that supports overall business goals.
Job Responsibilities
People Management Responsibilities
- Supervising the daily operations of the customer service department
- Responsible for the overall direction and performance of the teams
- Hire, onboard, develop, coach & manage performance of team
- Managing workflow, escalations, and effectively delegating workload across the team
- Set customer service goals for team members and help them reach those goals
- Celebrate, reward, motivate & engage with team
- Interacting with customers and handling customer queries and complaints in a timely manner
- Establish relationships with key personnel in other departments (examples: IT, quality, HR, marketing, operations, etc.) to support product changes and/or improvements
- Develop and drive key strategies and programs which improve the company’s interface with the customer
- Proactively look for ways to improve the group’s operations through; process and policy definition; automation via technology; focusing on customer-oriented practices; and providing career development for the staff
- Interact with key customers to determine their service expectations. Plan and implement systems to meet or exceed these expectations
- Identifying and eliminating root cause barriers to accuracy, productivity, and quality
- Understanding and correctly utilizing resources provided by internal systems, departments, policies, and procedures
- Manage weekly and monthly reports and surveys
- Launch surveys with various customer groups and focus on continuous improvement from the results
- Keep abreast of technologies and trends in customer service. Implement change to continue to drive customer service excellence
- Performs other relevant duties as assigned; i.e. special projects, programs, developmental activities, etc.
Requirements
- Bachelor’s degree in business or a related field; an equivalent combination of education and relevant experience will be considered
- Minimum of 5 years of supervisory experience, with 3–5 years in customer or consumer-facing roles
- Advanced proficiency in Microsoft Office Suite, including Excel, Word, PowerPoint, and Outlook
- Exceptional written and verbal communication skills, with the ability to convey complex information clearly and diplomatically
- Outstanding organizational, planning, and time management abilities, with a proven track record of managing multiple priorities effectively
- Demonstrated success in driving continuous improvement initiatives through data analysis and performance metrics
- A healthy sense of humor
To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Preferred Skills
- 1–2 years of technical experience strongly preferred
- Highly proficient coaching and employee relations skills
- Adjusts easily and quickly to change
- Practices delegation with appropriate follow-up and control
- Open and direct verbal and written communication style
- The ability to manage multiple priorities simultaneously - oriented on results
- Bias for action, strong work ethic, and desire to achieve excellence
Compensation And Benefits
Dave Carter & Associates offers an excellent wage and benefits package for full-time employees, including Health/Dental/Vision, 401K Retirement Savings Plan, Paid Holidays, Paid Vacation, and much more.
Miscellaneous
No agency calls please.
EEO Employer.
Work Authorization – Employment for those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided.