We are seeking an experienced Customer Service Manager to lead and oversee the customer service function for a specialized laboratory and analytical services organization serving customers across the oil & gas and energy industries. This role will be responsible for leading the customer service team, ensuring customers receive timely and accurate support, and coordinating closely with laboratory, production, quality, and operations teams.
The ideal candidate will be a strong people leader who can quickly learn a technical business, understand customer needs, and build strong relationships with both customers and internal teams. This person should be highly organized, comfortable managing multiple priorities, and capable of identifying opportunities to improve processes, team performance, and the overall customer experience.
Responsibilities:
- Lead, manage, and develop the customer service team responsible for customer inquiries, quotes, orders, and ongoing customer communication
- Provide day-to-day direction, coaching, training, and accountability for customer service staff
- Establish clear expectations and workflows to ensure customer requests, quotes, and orders are handled accurately and efficiently
- Monitor team workload, priorities, response times, and overall customer service performance
- Serve as the primary escalation point for complex customer issues, service concerns, and non-standard requests
- Maintain strong relationships with key customers and step in when additional leadership or support is needed
- Work closely with laboratory, production, quality, shipping, and other internal teams to ensure customer requirements are clearly communicated and orders are completed accurately and on time
- Help the team understand technical customer requests and determine the appropriate internal resources needed to address them
- Review and support preparation of customer quotes, proposals, orders, and service-related documentation
- Ensure customer orders and requests are properly tracked from initial inquiry through completion and delivery
- Identify and implement opportunities to improve customer service processes, communication, workflow, and internal coordination
- Assist with resolving billing, invoicing, order, and service issues in coordination with finance and other internal departments
- Monitor recurring customer issues and work with internal teams to identify root causes and prevent repeat issues
- Ensure compliance with company quality systems, ISO requirements, procedures, and documentation standards
- Onboard and train new customer service team members and support ongoing development of existing staff
- Work with leadership to identify staffing needs, establish team priorities, and support the continued growth of the customer service function
- Step into customer service activities directly when necessary, particularly during periods of high volume or complex customer needs
- Support business development efforts by identifying customer needs and opportunities for additional services when appropriate
- Maintain a professional, responsive, and solutions-oriented culture across the customer service team
Qualifications:
- 5+ years of experience in customer service, customer operations, technical sales/support, account management, or a related function
- 2+ years of experience leading, supervising, or managing a customer-facing team preferred
- Experience supporting customers within the oil & gas, energy, laboratory, analytical testing, industrial services, chemicals, or another technical B2B environment preferred
- Demonstrated ability to lead, coach, and hold a team accountable for performance and customer service
- Strong business judgment with the ability to prioritize competing customer and operational needs
- Ability to quickly learn technical products, services, processes, and customer requirements
- Strong written and verbal communication skills
- Highly organized with strong attention to detail and follow-through
- Ability to identify process problems and implement practical improvements
- Comfortable working in a fast-paced environment where priorities can change quickly
- Experience with HubSpot, CRM, ERP, order management, or other customer/business systems preferred
- Proficiency with Microsoft Office and standard business software
- Bachelor’s degree preferred; equivalent industry and leadership experience will be considered
Years of Experience:
5+ years of relevant customer service, customer operations, technical support, account management, or related experience; 2+ years of leadership experience preferred
Education:
Bachelor’s degree preferred; equivalent relevant experience will be considered
Shift/Travel:
Monday–Friday, 8:00 AM–5:00 PM
Minimal travel (up to ~5%)
Compensation:
$80,000–$100,000, depending on experience
Assignment Type:
Contract-to-Hire
Location:
South Houston, TX area
For immediate consideration, please send your resume to resumes@element-staffing.com.