Job Description

Client Center Manager

We are searching for a results-driven leader to serve as the bedrock of our client’s international service operations at their Denton, TX headquarters. This onsite role requires a professional with a manufacturing background and the right mindset to lead a dynamic team, optimize global processes, and deliver excellence to key accounts. If you thrive in high-impact environments and are ready for a role that includes extensive travel and the chance to shape a world-class service strategy, this is your opportunity.

Core Responsibilities

• Team Leadership: Mentor and develop a team consisting of direct reports and indirect reports, fostering a culture of accountability and growth.
• Operational Oversight: Manage day-to-day call center and service operations, ensuring alignment between regional teams and corporate goals.
• Data & Strategy: Establish, track, and report on critical KPIs. Utilize strong analytical skills to provide strategic insights to senior leadership.
• Process Improvement: Identify root causes of service issues and lead cross-functional corrective actions with Sales, Supply Chain, and Finance.
• Technology Management: Drive adoption and improvements of the telephone system platform and Salesforce CRM to streamline workflows.
• Travel: This role requires extensive travel (approximately 40% monthly) to partner with various sites, customers, and internal stakeholders.

Requirements

• Experience managing B2B and/or B2C customer relationships
• Hands-on knowledge of supply chain processes and order management systems
• Proficiency in Salesforce CRM and Microsoft Office Suite (Excel, Word, Outlook)
• Strong data analysis and reporting capabilities
• Experience: 5+ years of hands-on experience managing and leading a customer service team of 20+ staff.
• Professional experience within a manufacturing environment is required.
• Analytical Skills: Strong analytical and reporting capabilities are essential for managing service metrics and SOPs.
• High School Diploma is the minimum requirement; a Bachelor’s degree is a plus.

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