CUSTOMER SERV MGR
About The Position
The Customer Service Manager will lead the customer service function for American Gas Product’s Inc. helium and industrial cylinder business, serving as the primary link between customers and dispatch teams. This sales-focused role is responsible for managing customer relationships, ensuring timely and accurate service, and driving process improvements to enhance the customer experience. The position will oversee Salesforce.com case management and customer service entries, integrate the Massachusetts local business with the national operation, and lead initiatives to automate and streamline customer ordering and inventory processes.
Requirements
- Strong planning, organization, and execution skills, with proven experience in customer service leadership, preferably in industrial gases, logistics, or distribution.
- Ability to perform multiple tasks and a variety of duties.
- Strong sales focus with the ability to build relationships and support revenue growth.
- Proficiency in Salesforce.com or similar CRM systems.
- Ability to analyze data, identify problems, and develop effective solutions.
- Excellent written and oral communication skills.
- Problem solves within delegated authority.
- Continuous improvement mindset.
- Demonstrated ability to lead process improvement and automation initiatives.
- Experience managing both local and multi-location/national operations preferred.
- Proficient with Microsoft Office Suite or similar software.
Nice To Haves
- Proficiency in Salesforce.com (Service Cloud, reporting, dashboards)
- Additional CRM or ERP system knowledge preferred
- Relevant certifications such as Customer Service Management, Six Sigma, or Leadership Development a plus
Responsibilities
- Serve as the primary liaison between customers and dispatch teams, ensuring clear communication and alignment on delivery schedules, order status, and service needs.
- Maintain a customer-first mindset, proactively addressing concerns, resolving issues, and ensuring a positive service experience.
- Partner with the sales team to identify customer growth opportunities and support revenue retention and expansion.
- Oversee Salesforce.com customer service entries and case management workflows to ensure timely and accurate documentation of customer interactions.
- Monitor case resolution times, track trends, and implement process changes to improve responsiveness.
- Provide training and support to ensure the customer service team uses Salesforce.com effectively.
- Manage, coach, and develop the customer service team to meet performance goals and provide exceptional service.
- Establish KPIs for service quality, responsiveness, and customer satisfaction.
- Foster a collaborative work environment that promotes efficiency and accountability.
- Lead efforts to integrate the Massachusetts local business into the National customer service operation, aligning processes, systems, and service standards.
- Work with operations, sales, and logistics to ensure seamless coordination of national accounts.
- Identify opportunities to automate and streamline customer ordering and inventory management at customer sites.
- Implement technology-enabled solutions to improve order accuracy, reduce manual processes, and enhance inventory visibility.
- Monitor and evaluate the effectiveness of new procedures, adjusting as needed.
- Performs other duties and miscellaneous tasks as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
