MTE - Customer Service Manager

Our Customer Service Manager will be supporting an international team.  While we prefer this role to be onsite in our Franklin, TN office, we will consider a remote/hybrid role with the expectation to travel to Franklin, TN, as well as other MTE locations and customer sites. Our ideal Customer Service Manager will be able to:

• - Manage day-to-day leadership of Customer Service team: onboarding, training, development, Q&A responses, coaching
• - Daily production support (delegation, oversight, approvals)
• - Customer Issue Management: escalation from reps; manage exceptions, complaints, sensitive issues
• - Monitor service performance: lead team on hitting KPIs, SLAs, and quality targets
• - Manage staffing needs & shift coverage
• - Stakeholder engagement (Voice of the Customer)
• - Deep understanding of customer service workflows and resolution frameworks
• - Development and management of SLAs, KPIs, queue management, workload balancing
• - Deep working knowledge of products & services
• - Understanding of internal process touchpoints
• - Customer communication protocols & brand standards

This is not an exhaustive list of tasks, and our Customer Service Manager will be expected to bring a collaborative and team mentality to continue to help move the busness and our customers forward.




 

• Bachelor's Degree in Business Administration, Marketing, or similar (experience considered in lieu of degree)
• 3-7 years in customer service, manufacturing and B2B preferred
• 2+ years leading or supervising a team
• Onboarding, training, developing new team members
• Proven track record managing escalations 
• Managing SLAs, KPIs, or customer performance metrics
• Scheduling or shift coverage management
• Building or improving customer-facing processes
• Building or improving customer communication templates
• Hands-on experience with CRM
• D365 experience and knowledge
• Exposure to process improvement

All your information will be kept confidential according to EEO guidelines.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

McWane is a Federal VEVRAA contractor, and an Equal Opportunity Employer committed to providing equal employment opportunity in all employment practices. McWane will not discriminate against any applicant for employment because of their race, color, religion, sex, national origin, age, sexual orientation, disability, veteran or service member status, marital status, citizenship status (In IL - sex, including same sex, ancestry, order of protection status, physical or mental disability, military status, pregnancy, unfavorable discharge status, genetic information), (In IA - gender identity), (In CA- gender identity or expression, and genetic information) or any other category protected by federal, state or local law.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
McWane is a Federal VEVRAA contractor, and an Equal Opportunity Employer committed to providing equal employment opportunity in all employment practices. McWane will not discriminate against any applicant for employment because of their race, color, religion, sex, national origin, age, sexual orientation, disability, veteran or service member status, marital status, citizenship status (In IL - sex, including same sex, ancestry, order of protection status, physical or mental disability, military status, pregnancy, unfavorable discharge status, genetic information), (In IA - gender identity), (In CA- gender identity or expression, and genetic information) or any other category protected by federal, state or local law.