Customer Service Manager

Position Summary

The primary function of the customer service manager is to oversee the customer service operations. The ideal candidate should thrive in a fast‑paced, hands‑on environment.

• Ensure customers are greeted warmly and determine problems, orders, or other reasons for calling.
• Ensure that customer questions are answered and assist if additional product and sales information is needed.
• Oversee that sales orders are completed on time.
• Develop product knowledge to assist customers with purchases.
• Ensure the showroom is clean and properly stocked.
• Plan staffing levels, anticipate seasonal volume, and manage departmental budgets.
• Design workflows, manage sales order routing, and set departmental processes.
• Identify skill gaps, lead training programs, and empower agents to de‑escalate calls.
• Maintain high team morale and reduce agent burnout in stressful environments.

• High school diploma or GED equivalent.
• Ability to self‑manage, show initiative, and be comfortable meeting the public.
• Team player with strong attention to detail and good organizational skills.
• Bilingual in English/Spanish.
• Exceptional computer skills with the ability to learn and navigate various company‑related software.

• Strive to do the right thing by displaying trust and integrity.
• Embody the principles of servant leadership, even in a non‑people management role, by putting the needs of others first, valuing diverse perspectives, and demonstrating a positive and humble attitude.
• Demonstrated ability to work independently and on a team; lead, execute, or delegate as needed while collaborating with others to get the job done.
• Establish and maintain effective working relationships at every level of the organization; invest in building relationships with Field Operations and Field Support Center team members.
• Champion an inclusive working environment by empowering others, celebrating diverse backgrounds, and recognizing that all team members are valued.
• Self‑manage, show initiative, be proactive, and drive results.
• Communicate professionally, both verbally and in writing, to coworkers and customers.

Must be able to remain in a stationary position in an office environment (70% of time), frequently move about inside the office to access files, office machinery, etc., and operate basic office machinery. Must be able to communicate with team and management and exchange accurate information in these situations.

• Problem‑solve and prioritize tasks.
• Manage stress depending on deadlines and ongoing projects.
• Multitask.
• Receive and analyze information quickly.
• Communicate solutions if problems occur.
• Demonstrate a high degree of sound judgment and initiative.

• Medical, Dental, Vision, Disability & Life Insurance.
• Wellness Benefits.
• 401(k) Retirement Plan.
• Employee Stock Purchase Program.
• Paid Holidays & Vacation Days.
• Professional Growth Opportunities.
• Development & Training Programs.

Ames Tool Corporation - Suwanee 1327 Northbrook Parkway Suite 400 Suwanee, GA 30024

As an Equal Employment Opportunity (EEO) employer SRS Distribution Inc., including all its subsidiaries, we provide job opportunities to qualified individuals without regard to race, color, creed, religion, national origin, sex, gender, age, disability, gender identity, sexual orientation, citizenship status, veteran status, marital status, genetic information, physical or mental disability, or any other characteristic in accordance with applicable federal, state, and local EEO laws.

If you are an individual with a disability or a disabled veteran and require a reasonable accommodation in applying for any posted position, please contact Human Resources at U.S.  or by email to  with the nature of your accommodation request and include the Business name, location and title of the job opening. All employment offers are contingent upon successful completion of a background check and drug screen, as permitted by law.