Manager, Sales Customer Service

Manager, Sales Customer Service

The Customer Service Manager is responsible for leading and inspiring Account and Key Account Specialists to deliver outstanding customer service and enhance overall customer satisfaction. This role emphasizes continuous improvement through evaluating workflows and optimizing resolution strategies to ensure seamless interactions with TBC. With a strong focus on departmental excellence, the manager supports both internal and external customers while aligning team objectives with broader sales and operational strategies.

Success in this role requires a comprehensive understanding of TBC's business ecosystem, including customer call center operations (RDC/LDC), interdepartmental workflows, sales processes, domestic delivery channels, billing systems, ERP platforms, and associated internal technologies.

• Monitors and measures service metrics and utilize to develop standards, improvements, or changes to process
• Leading and managing a team of account and key account specialists
• Assigning tasks and supervising account and key account specialist interactions
• Generating and assessing both internal and external quality reports for management review
• Collaborating closely with the Sales teams to promptly address any arising issues
• Make recommendations for changes to products or services based on customer feedback and requests
• Resolve escalated customer complaints or issues in a timely manner
• Stay up to date with industry trends and best practices in customer service
• Collaborate with the Senior Customer Service Manager to ensure alignment with organizational objectives
• Maintain a results-driven mindset to ensure departmental efficiency, profitability, and elevated levels of customer satisfaction, loyalty, and retention
• Oversee the management and execution of team goals to ensure high performance and accountability
• Lead efforts to improve efficiency and service outcomes within designated customer groups
• Develop and maintain departmental policies, procedures, training manuals, and team resources related to customer service
• Assist with onboarding and training of Account and Key Account Specialists
• Enhance the customer service experience to drive engagement and facilitate organic growth
• Take ownership of customer issues, following each problem through to resolution
• Establish and enforce customer support procedures, policies, and best practice standards
• Recruit, mentor, and develop customer service representatives, fostering an environment of empowerment and excellence
• Maintain structured workflows aligned with company objectives and executive priorities
• Perform additional duties as assigned by management

Bachelor's degree or 5+ years of customer service experience in a call center or related environment is required. Strong working knowledge of Excel, Word, Outlook, PowerPoint, Treadxpress, TIPS, Salesforce, Ring Central / CX, and Microsoft Teams. Ability to quickly learn and master new computer skills and processes. Excellent organizational, research, and analytical skills. Goal-oriented with the ability to meet productivity objectives and deadlines.

Proven track record in delivering exceptional customer service Excellent interpersonal, verbal, and written communication skills. Strategic thinking and leadership capabilities. Working knowledge of tires and related products (a plus). Ability to balance multiple tasks and priorities. Effective reasoning, analytical, and problem-solving skills. Experience with and working knowledge of SAP. Demonstrates the ability to work with minimal supervision. Proven aptitude for collaborating with diverse teams and related groups.

Willingness and ability to travel by car or airplane as needed to develop, train, or coach team members.

Market competitive compensation 401(k) and Roth with company match. Immediate 100% vesting Comprehensive benefits including medical, dental and vision Company paid short term disability and employer subsidized long term disability Company paid life insurance Discounted tire purchasing Tuition reimbursement Employee assistance program Generous paid vacation and paid time off Customizable voluntary benefits and More!!!