Customer Service Manager

SUMMARY

We’re hiring a Technical Customer Service Manager to lead a high-performing support team that works closely with engineering and production. This individual will oversee and support the Customer Service team in providing accurate and timely responses to customer inquiries. Ensure the team delivers expert technical assistance and effective solutions for troubleshooting and product application challenges. Coordinate cross-functional communication between customers, sales, engineering, and manufacturing to align with the standards and goals of SOR Controls Group.

EDUCATION AND/OR EXPERIENCE

• Bachelor’s degree in business, or a related technical field and/or equivalent experience. 
• 5+ years of experience in a technical customer service support role.
• 2+ years of leadership or supervisory experience preferred.
• Experience in manufacturing is strongly preferred.

ESSENTIAL FUNCTIONS 

• Lead, mentor, and manage the Technical Customer Service team to meet performance and service level goals.
• Provide advanced technical assistance to internal staff and external customers regarding SOR products, specifications, and applications.
• Oversee escalation processes, ensuring resolution of complex technical or service issues in a timely and professional manner.
• Analyze team metrics and customer feedback to identify trends, improve processes, and implement service enhancements.
• Coordinate with Sales, Engineering, and Production to ensure customer needs are met and communicated effectively.
• Maintain and support CRM records, knowledge bases, and documentation of customer interactions and resolutions.
• Participate in the development and implementation of customer service policies, procedures, and best practices.
• Develop and conduct training for team members on technical knowledge, customer service skills, and internal systems.
• Assist in recruiting, onboarding, and performance evaluations of technical support staff.
• All other functions/responsibilities assigned by manager.
• Comply with all policies and standards.

SUPERVISORY RESPONSIBILITIES

• Supervises Customer Service staff.

PHYSICAL DEMANDS AND WORKING ENVIORNMENT 

This position requires regular office-based work. Employees will also be required to enter Manufacturing areas where PPE, such as safety glasses and close-toe shoes, are always required. Employees must be able to:

• Stand, walk, reach outward and above the shoulder, bend, squat/kneel, and handle/finger materials occasionally (up to 33% of the time).
• Occasionally lift or carry items weighing up to 20 lbs. and push/pull items up to 25 lbs.
• Use standard office equipment and personal protective equipment (PPE) as required, including safety glasses.
• Regular, punctual attendance is expected, along with the ability to work scheduled hours and any required overtime.

REQUIRED TRAINING

All training required is determined by the department supervisor and/or manager.  Procedures critical to this position can be identified as such on the Department Training Matrixes which are in the Human Resources Department.

REASONABLE ACCOMODATION STATEMENT

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

COMPANY STATEMENT

The Company has reviewed this job description to ensure that essential functions and basic duties have been included.  It is intended to provide guidelines for job expectations and the employee’s ability to perform the position described.  It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities.  Additional functions and requirements may be assigned by supervisors/managers as deemed appropriate.  This document does not represent a contract of employment, and the Company reserves the right to change this job description and/or assign tasks for the employee to perform, as the Company may deem appropriate.

POSITION QUALIFICATIONS

• Manufacturing background strongly preferred.
• Strong leadership and coaching skills.
• Strong technical  aptitude and/or the ability to learn quickly.
• Excellent interpersonal and communication skills, both verbal and written.
• Ability to multitask and manage shifting priorities in a dynamic, fast-paced environment.
• Obtain a customer-focused mindset with strong technical problem-solving skills.
• Proficient in MS office; CRM experience strongly preferred.

SOR INC is an Equal Opportunity Employer