Customer Service & Quotations Manager

What You'll Do:

* Lead, coach, and manage a team of customer service and quotations representatives to ensure high-quality customer and regional sales manager support.

* Monitor team performance, set KPIs, and provide regular feedback and performance reviews.

* Develop and implement customer service policies, procedures, and best practices.

* Handle complex or escalated customer complaints and ensure timely resolution.

* Analyze customer service metrics (response times, resolution rates, customer satisfaction scores) and implement improvements.

* Collaborate with cross-functional teams such as Sales, Engineering, and Operations to address customer needs and feedback.

* Ensure consistent communication standards across all support channels (phone, email, chat, etc.).

* Train and onboard new customer service staff when necessary.

* Identify opportunities to improve customer experience and operational efficiency.

* Prepare reports on service performance and present insights to senior management.

What You'll Need:

* Bachelor's degree in Business Administration, Communications, or a related field (or equivalent experience).

* 3-5+ years of experience in customer service, with at least 1-2 years in a leadership or supervisory role.

* Strong leadership, communication, and conflict resolution skills.

* Experience with ERP systems (Oracle) and CRM platforms.

* Ability to analyze performance metrics and drive improvements.

* Excellent organizational and problem-solving skills.

* Customer-focused mindset with a commitment to service excellence.

How You'll Shine:

* Experience managing multi-channel customer support teams.

* Knowledge of customer experience (CX) strategies and service optimization.

* Ability to work in a fast-paced, high-volume environment.