Customer Service Manager

Sun Source and its family of companies represent 200+ locations and 3,000+ employees, making up one of North America’s leading value-add industrial distribution companies. We provide customers with products and solutions within Fluid Power, Fluid Process, Fluid Conveyance, General Industrial Components, and Industrial Service & Repair.

As the Customer Service Manager, you will manage a team of Customer Service Representatives who are the initial point of contact for our customers. The role ensures effective, efficient, and customer-oriented support for all customers, providing staff support and motivation, while developing and implementing short and long-term plans for the team and the department in alignment with company objectives and strategic plans.

• Supervise day-to-day operations in the Customer Service Department, aiming to provide outstanding customer service.
• Create and implement effective customer service policies, standards, and practices to improve the customer experience and satisfaction.
• Clearly define and communicate all goals and standards to the team.
• Maintain the team’s accountability for operational and business goals.
• Develop, mentor, and lead diverse personalities and talents to create a strong, well-functioning team.
• Coordinate technical, service, and selling skills training for team members.
• Prepare and deliver periodic performance appraisals to establish mutual goals, recognize employee accomplishments, and foster professional growth and development.
• Manage and enhance interdepartmental relationships to improve response times, quality, and accuracy of deliverables, and ultimately customer satisfaction.
• Develop and strengthen relationships with key vendors and customers.
• Work with management to establish, implement, monitor, and manage pricing matrices.
• Maintain and oversee staffing requirements.
• Have direct Customer Service responsibilities for at least one significant customer within the district.
• Engage as backup Customer Service Rep as necessary during team vacations or leave.
• Work directly with Regional Sales Manager.
• Travel once or twice a quarter to SLC and Boise, .

• 5 years of supervisory/management experience in a customer service setting.
• Project management experience.
• Strong verbal, written, analytical, and leadership skills.
• Proven ability to effectively educate, lead, and engage employees.
• Experience in employee performance management, delivering performance improvement plans, and conducting performance reviews.
• Excellent leadership skills with the ability to motivate employees to perform at peak standards.
• Ability to manage the escalation process with strong follow-through and attention to detail.
• Liaison with internal and external stakeholders.
• Strong coaching and mentoring skills.
• Proficiency with Microsoft Office suite products including Excel and Word.

• Familiarity with fluid power, motion control, and/or automation products.

• Associate’s or bachelor’s degree in a related field or equivalent work experience.

We are an Equal Employment Opportunity Employer M/F/V/D. WE PARTICIPATE IN E-Verify. If you are an individual with a disability and require an accommodation to complete the application process, please contact  to request reasonable accommodation. Only requests for accommodations in the application process will be returned.

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