Sr. Manager, Customer Service

Overview

The Sr. Customer Service Manager is responsible for leading the inside customer experience within the business unit. Service as the subject matter expert in methods and strategies to sell products while providing high level customer service to present and potential customers. This role will help to ensure business targets are met through excellent telephone sales and customer service throughout their team and through development and management of key metrics.

This individual will also develop their sales team on initiation of prospective calls and the establishment of an ongoing rapport with existing customers. Integrity, vision, professionalism and passion are key components of this position.

• Set the strategic direction for the BU customer service operations.
• Develop, improve and implement customer service strategies, policies, procedures and service standards to improve quality of service, productivity and profitability.
• Develop and track Team and Individual KPIs making necessary improvements.
• Lead connection with Outside Sales Team on customer RGAs and SIOP
• Track lost opportunities and develop corrective actions for strategic improvement
• Analyze and improve collection of various reports and statistical data to measure customer service performance.
• Train, monitor and partner with factory leaders to ensure they meet and maintain customer commitments
• Train and empower the customer service team in methods to cross-sell and up-sell.
• Handle complex and escalated customer service issues.
• Analyze inbound, unsolicited prospect calls and convert them into sales.
• Emphasize product/service features & benefits, quote prices, prepare sales order forms and/or reports.
• Appropriately communicate brand identity and corporate position.
• Establish and maintain Freight Policies
• Program alignment with Buying Groups that buy both PV and Industrial parts
• Serve as Customer Service Point of Contact for Industrial BU.
• Perform other duties as assigned.

• Bachelor’s degree in business, Logistics, or a related field preferred, or equivalent significant experience.
• Minimum of 10 years of experience in Customer Service, Product Management, or a similar customer-facing leadership role.
• Proven experience as a Customer Service Manager in a manufacturing background.
• Strong expertise in call control, account development, and time management.
• Strategic thinker with demonstrated leadership capabilities.
• Excellent knowledge of management methods, techniques, and best practices.
• Strong understanding of sales principles, methods, and strategies.
• Advanced problem identification and objection resolution skills.
• Up-to-date awareness of industry trends and customer service applications.
• Ability to build and maintain lasting customer relationships.
• Exceptional verbal communication, presentation, and listening skills.
• Strong written communication and documentation abilities.
• Highly self-motivated, energetic, and enthusiastic.

About Us:

For over 35 years, TERREPOWER (formerly BBB Industries) has been a leader in sustainable manufacturing, driving the circular economy by extending the life of essential products in the automotive and industrial markets.

Founded in 1987 in Daphne, Alabama by the Bigler family, TERREPOWER began as a small regional remanufacturer of starters and alternators. Our commitment to quality and innovation quickly earned us a reputation as a trusted name in the automotive industry.

Recognizing new challenges and opportunities, in 2019 we set our sights on EV battery upcycling-addressing one of the industry’s most pressing issues. Our engineering team pioneered solutions to extend EV battery life, pushing the boundaries of sustainable innovation.

Recognizing that demand for solar panels would exceed availability and 100,000 tons of waste would potentially go into landfills by 2035, our team searched for an innovative way to upcycle solar panels. With an eye on the future, we developed ways to upcycle solar panels.

Rooted in family and community values, we’re proud to have second-generation employees contributing to our legacy. Backed by Clearlake Capital, we’ve expanded our footprint into Europe…