Customer Service Manager

Job Title: Customer Service ManagerJob DescriptionThis role leads the customer service and sales support function, ensuring exceptional service delivery through multiple channels while supporting strategic pricing and sales administration. The Customer Service Manager develops and maintains superior communication systems, oversees sales and customer service staff, and collaborates closely with business units, IT, and pricing teams to meet or exceed sales, margin, and customer service objectives.

Responsibilities

• Develop and maintain superior communication systems to ensure consistent, high-quality customer service across direct customer contact, phone, Salesforce, instant messaging, and email.
• Provide training and guidance to sales and customer service correspondents to ensure they deliver impeccable customer service and adhere to established processes and standards.
• Interface regularly with Service Centers and Order Entry teams to facilitate efficient customer service and consistently meet customer expectations.
• Implement and help maintain pricing for all OEM and distribution accounts in collaboration with Business Units and Customer Service teams.
• Meet or exceed all customer service metrics as directed by leadership, and ensure performance aligns with division business plans for sales, margin, and customer service.
• Provide performance tracking, maintain, and update existing customer service metrics and reporting tools.
• Conduct trend analysis and communicate service and performance trends to Business Unit Managers, recommending improvements where applicable.
• Implement strategic pricing initiatives as directed by the Strategic Pricing Manager or Marketing Manager to support sales and profit objectives.
• Work in concert with Division Business Units to support sales and profit goals through effective pricing and customer service strategies.
• Support field sales by preparing impact statements and data to support price negotiations with customers and distributors.
• Implement and update distributor price sheets annually in coordination with pricing and marketing teams.
• Directly supervise sales and customer service staff, providing day-to-day leadership, coaching, and performance management.
• Develop annual Personal Performance Plans (PPPs) for team members and manage their ongoing training and development plans.
• Coordinate with the IT department to design, enhance, and implement system tools that support efficient order entry, pricing, and customer service processes.
• Review customer quotations and support the formulation of price and product strategies in collaboration with Business Units and pricing teams.
• Analyze and correct customer service trends, implementing process improvements to enhance customer satisfaction and operational efficiency.
• Support vendor management and account management activities as needed to align with division business plans.
• Participate in administrator meetings, critical OEM meetings, and local customer meetings as required, representing the customer service and sales administration function.
• Communicate effectively with internal stakeholders and customers through clear written, verbal, and presentation skills to support decisions, initiatives, and negotiations.

Essential Skills

• Proven customer service management experience with responsibility for meeting or exceeding customer service metrics.
• Strong supervisory and leadership skills with prior experience leading and developing sales or customer service teams.
• Experience providing strategies to meet or exceed division business plans for sales, margin, and customer service.
• Demonstrated ability to manage and support sales and customer service correspondents in a fast-paced environment.
• Experience supporting strategic pricing initiatives and collaborating with Business Units on price and product strategies.
• Ability to review customer quotations, analyze customer service trends, and implement corrective actions.
• Bachelors degree in Business Administration or a related field.
• At least 3 years of division or group experience related to OEMs and/or distribution.
• Knowledge of division nomenclature, pricing programs, field sales force operations, division quoting, and order entry systems.
• Proficiency in Microsoft Office Suite.
• Proficiency with Salesforce.
• Experience with SAP.
• Experience with EDI systems.
• Proficiency with division order entry systems.
• Strong vendor management and account management capabilities.
• Excellent written and verbal communication skills.
• Effective presentation and negotiation skills.
• Ability to coordinate cross-functional efforts with IT, Business Units, and pricing teams.
• Experience in automotive, manufacturing, supply chain, or logistics environments.

Additional Skills & Qualifications

• PH Connect experience is a plus.
• Experience implementing distributor price sheets and supporting price negotiations with field sales teams.
• Familiarity with strategic pricing tools and methodologies.
• Experience working with OEM and distribution customers.
• Ability to perform trend analysis and present findings to Business Unit Managers and leadership.
• Comfort working with performance metrics, dashboards, and service-level reporting.
• Minimal overnight travel flexibility for administrator meetings, critical OEM meetings, and local customer visits.
• Strong organizational skills and attention to detail in managing pricing, quotations, and customer service processes.

Work EnvironmentThis position is fully onsite in an office environment. You will work closely with sales, customer service, Service Centers, Order Entry, Business Units, IT, and pricing teams in a collaborative setting. The role relies heavily on the use of Microsoft Office Suite, Salesforce, SAP, EDI, division order entry systems, and other internal tools, with PH Connect as a beneficial additional platform. The work involves regular use of computers and communication tools such as phone, email, and instant messaging. Travel is minimal, with occasional overnight trips and local customer meetings as needed to attend administrator sessions or critical OEM meetings. Job Type & LocationThis is a Permanent position based out of Holly Springs, MS. Pay and BenefitsThe pay range for this position is $100000.00 - $120000.00/yr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.The contractor will get to review company benefits once they are in the final stage of the interview process. Job Type & LocationThis is a Permanent position based out of Holly Springs, MS. Application DeadlineThis position is anticipated to close on Nov 17, 2026. Workplace TypeThis is a fully onsite position in Holly Springs,MS.

About Aston Carter

Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® Platinum Award winner for both client and talent service.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email astoncarteraccommodation@astoncarter.com for other accommodation options.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.