Customer Service Manager - Amphenol Nexus Technologies

Summary

The Customer Service Manager is responsible for leading and developing the
customer service team to deliver exceptional support and ensure a high level of
customer satisfaction. The role oversees daily customer service operations,
establishes performance standards, and drives continuous improvement initiatives
to enhance efficiency, responsiveness, and overall customer experience.

The Customer Service Manager serves as the primary escalation point for complex
customer issues, collaborates with cross-functional teams to address customer
needs, and utilizes service metrics to identify trends and implement
improvements. Additionally, this position supports business operation through
the review of customer quotations, purchase orders, contract terms and
conditions, and compliance with applicable government contract requirements,
including DFARS.

This is a full time position at Amphenol Nexus Technologies in Stamford, CT.

Essential Duties & Responsibilities

Lead, coach, and supervise the Customer Service team, including onboarding,
training, and performance management activities
Establish customer service standards and ensure team adherence to company
policies, procedures, and service expectations
Conduct regular performance evaluations, provide coaching and development
opportunities, and implement corrective actions when necessary
Develop, implement, and continuously improve customer service processes,
procedures, and best practices to increase operational efficiency and
effectiveness
Monitor, analyze, and report on customer service metrics, including response
times, customer satisfaction scores, service levels, and team performance
indicators
Identify trends and opportunities for improvement and implement action plans
to enhance service quality and customer retention
Serve as the primary escalation point for complex customer inquiries,
complaints, and service-related issues, ensuring timely and satisfactory
resolution
Collaborate with Sales, Operations, Engineering, Production Development, and
other departments to address customer concerns and improve the overall customer
experience
Develop and execute strategies to strengthen customer satisfaction, loyalty,
and long-term customer relationships
Review customer quotations, purchase orders, contracts, and terms and
conditions to ensure compliance with company requirements and customer
expectations
Maintain an understanding of government contracting requirements, including
DFARS and related compliance obligations, as applicable to customer orders and
agreements
Stay informed of industry trends, customer service best practices, and
emerging technologies to drive continuous improvement within the department
Prepare and present reports, recommendations, and performance updates to
leadership regarding customer service operations and key initiatives
Support business objectives by fostering a customer-centric culture focused
on responsiveness, accountability, and service excellence

Requirements

Bachelor's degree in Business Administration, Communications, Management,
Marketing, or related field
Experience managing and developing customer service teams
Proven track record of improving customer satisfaction and service
performance
Experience using CRM systems and customer service software
Experience handling escalated customer issues and conflict resolution
Experience in manufacturing, distribution, or service-based environment
Customer service principles, practices, and industry standards
Customer relationship management (CRM) systems and customer support
platforms
Performance management and employee coaching techniques
Quality assurance and service-level metrics (KPIs)
Complaint resolution and conflict management strategies
Basic understanding of business operations, policies, and procedures
Strong leadership and team management abilities
Excellent verbal and written communication skills
Exceptional interpersonal and customer relationship-building skills
Problem-solving and decision-making capabilities
Ability to manage multiple priorities in a fast-paced environment
Analytical skills with the ability to interpret customer service metrics and
trends
Strong organizational and time management skills
Proficiency in Microsoft Office Suite and customer service software
Ability to train, coach, and motivate employees