Customer Service Manager

Enpro Industries - Charlotte, NC

Full-time - Mid Level

Charlotte, NC

Computer and Electronic Product Manufacturing

About the position

The Customer Service Manager at STEMCO is responsible for developing and overseeing internal processes, KPIs, and customer interface tools to ensure that the service level matches the high-quality products offered by the company. This role involves strategizing to maintain best-in-class service levels, managing a team of 6-10 customer service representatives, and fostering collaboration with internal and external stakeholders. The position emphasizes personal and professional development, with opportunities for career advancement based on performance.

Responsibilities

• Develop internal processes and KPIs for customer service.
• Build strategies to maintain best-in-class service levels.
• Train, coach, and develop the customer service team.
• Oversee customer file maintenance and account management.
• Supervise technical information and customer satisfaction metrics.
• Identify and implement new technologies to enhance service levels.
• Act as a liaison with IT for order management support.
• Build strong internal relations with Marketing, Sales, and strategic customers.
• Create reporting tools and dashboards for performance metrics.

Requirements

• Bachelor's degree in marketing, business, or related field.
• 5+ years of related experience in customer service or management.
• Excellent written and verbal communication skills.
• Strong project management and multitasking abilities.
• Experience with Microsoft Office (Outlook, Word, Excel, O365).
• Willingness to travel up to 20%, including international travel.
• Experience with e-commerce and digital solutions preferred.
• Knowledge of implementing new technologies (AI, OCR, Machine Learning) preferred.
• Experience in manufacturing or industrial markets preferred.
• Experience managing a team preferred.
• Knowledge of the commercial vehicle market preferred.

Nice-to-haves

• Experience with e-commerce and digital solutions.
• Knowledge of AI, OCR, and Machine Learning technologies.
• Experience in manufacturing or industrial markets.

Benefits

• Opportunities for career advancement based on performance.