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Customer Service Manager

Company: CECO Environmental
Location: Telford
Posted on: September 23, 2022

Job Description:

The Customer Service Manager is responsible for managing the Customer Service teams to drive revenue growth, productivity, and exceptional levels of customer satisfaction.

  • Develop and implement business plans and processes to support customer revenue growth.
  • Achieve growth and hit company sale targets by successfully managing inside sales team.
  • Improve the Fluid Handling customer experience and create engaged customers.
  • Work with the General Manager, Application Engineering, and Sales to evaluate the business on a regular basis assessing performance, where the business has been won and lost; action plans will be developed for making improvements where required in order to gain market share.
  • Build and maintain rapport with key clients.
  • Manage team and process to take ownership of customer issues and following problems through to resolution.
  • Set clear strategies and standard operating procedures to ensure consistent quality interactions and follow up with each and every customer.
  • Develop and report key metrics and dashboard to the team and Management.
  • Align talent to the day to day customer experience delivery to fulfill customer leads and optimize conversion rate.
  • Hire, coach, develop, mentor, and train the team, ensuring feedback and coaching sessions are conducted regularly.
  • Ensure the accuracy of sales, engagement and responsiveness metrics by providing data and quality checks on a regular basis. Consistently report results.
  • Develop department budgets and direct operations to achieve them.
  • Other job duties as assigned.


    • A Bachelor's degree in Engineering or equivalent experience in support of proven business development and technical selling techniques, however attained.
    • Minimum of 5 years of experience in sales and customer service management.
    • Proven success in managing a sales team to consistently achieve sales targets.
    • Proven experience in managing a defined sales process with measurable stages and metrics.
    • Experience in talent management and performance management.
    • Exceptional communication skills with ability to lead sellers and positively influence CECO customers.
    • Competence with computer software and a CRM.
    • Strong business acumen to include knowledge of financial concepts and principles.
    • Demonstrated computer proficiency in business-related software packages (i.e., MS Office and Salesforce); exposure to ERP systems is preferred.

      You should be proficient in:

      • Excellent Communication Skills
      • Experience in a Manufacturing Environment
      • Basic Computer Skills

Keywords: CECO Environmental, Bethlehem , Customer Service Manager, Hospitality & Tourism , Telford, Pennsylvania

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