Regional Customer Service Manager

Description

Job Title: Regional Customer Service Manager

Status: Exempt

Reports to: Director of Customer Service

Founded in 1934 and headquartered in Florence, AL, Martin offers a wide variety of products and services in Industrial, Safety, Integrated Supply and Fastening – all uniquely designed to help companies operate better. Martin is a member of Affiliated Distributors, the Industrial Supply Association, National Association of Wholesalers, the National Fasteners Distributor Association, and the Global Sourcing Alliance. For more information, visit

The Regional Customer Service Manager at Martin is responsible for overseeing and managing the customer service operations across multiple locations within a specific region. They lead a team of Customer Service Representatives (CSRs), ensuring consistent delivery of exceptional service, fostering strong customer relationships, and driving customer satisfaction. The Regional Customer Service Manager collaborates with various stakeholders to optimize regional customer service strategies and contribute to the company's overall success.

• Provide leadership and guidance to a regional team of Customer Service Representatives, setting performance expectations, coaching, and fostering a customer‑centric culture.
• Develop and implement regional customer service strategies, aligning with company objectives and ensuring consistency across multiple locations.
• Establish and maintain strong relationships with key customers, serving as the primary point of contact for regional accounts and addressing their specific needs and concerns.
• Monitor and analyze regional customer service performance metrics, such as response times, customer satisfaction scores, and order accuracy, identifying areas for improvement and implementing corrective measures.
• Collaborate with cross‑functional teams, including sales, supply chain, and operations, to optimize order management processes, resolve customer issues, and ensure timely and accurate order fulfillment.
• Conduct regular performance reviews and provide feedback to Customer Service Representatives, supporting their professional development and enhancing their skills.
• Stay updated on industry trends, customer expectations, and market dynamics within the region, leveraging insights to drive customer service enhancements and competitive advantage.
• Ensure compliance with company policies and procedures related to customer service operations, data management, and quality standards.
• Participate in strategic planning sessions and provide input on customer service‑related initiatives, contributing to the development of regional and company‑wide strategies.
• Collaborate with the Director of Customer Service and other Regional Customer Service Managers to share best practices, standardize processes, and promote knowledge sharing across regions.

• 3‑5 years of experience in a customer service management role, with regional or multi‑site responsibilities preferred.
• Strong leadership skills with the ability to inspire and motivate a diverse team across multiple locations.
• Excellent interpersonal and communication skills to effectively interact with customers, internal teams, and senior management.
• Demonstrated ability to analyze data, interpret customer insights, and make data‑driven decisions to improve customer service performance.
• Proficiency in customer service software, CRM systems, and MS Office applications.
• Strong problem‑solving and decision‑making abilities, with a focus on finding innovative solutions to enhance customer satisfaction.
• A bachelor's degree in Business Administration, Marketing, or a related field is preferred.
• Solid understanding of customer service principles, industry best practices, and emerging trends.
• Proven track record of driving customer‑centric initiatives and achieving measurable results in customer satisfaction.
• Willingness to travel within the region to visit different customer service locations and build relationships with key stakeholders.

As a family‑owned business, we prioritize our employees' well‑being and recognize the importance of maintaining a work‑life balance. Some of our benefits that set us apart are:

• Our low‑cost, low‑deductible individual and family healthcare plans
• 8 paid holidays
• Weekly Pay

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Tuition reimbursement
• Vision insurance

Full‑time
Monday - Friday
7:30 a.m.

- 4:30 p.m.
Occasional weekends possible