Customer Service Manager

Summary

The Customer Service Manager is responsible for leading and developing the customer service team to deliver exceptional support and ensure a high level of customer satisfaction. The role oversees daily customer service operations, establishes performance standards, and drives continuous improvement initiatives to enhance efficiency, responsiveness, and overall customer experience.

The Customer Service Manager serves as the primary escalation point for complex customer issues, collaborates with cross-functional teams to address customer needs, and utilizes service metrics to identify trends and implement improvements. Additionally, this position supports business operation through the review of customer quotations, purchase orders, contract terms and conditions, and compliance with applicable government contract requirements, including DFARS.

This is a full time position at Amphenol Nexus Technologies in Stamford, CT.

Essential Duties & Responsibilities

• Lead, coach, and supervise the Customer Service team, including onboarding, training, and performance management activities
• Establish customer service standards and ensure team adherence to company policies, procedures, and service expectations
• Conduct regular performance evaluations, provide coaching and development opportunities, and implement corrective actions when necessary
• Develop, implement, and continuously improve customer service processes, procedures, and best practices to increase operational efficiency and effectiveness
• Monitor, analyze, and report on customer service metrics, including response times, customer satisfaction scores, service levels, and team performance indicators
• Identify trends and opportunities for improvement and implement action plans to enhance service quality and customer retention
• Serve as the primary escalation point for complex customer inquiries, complaints, and service-related issues, ensuring timely and satisfactory resolution
• Collaborate with Sales, Operations, Engineering, Production Development, and other departments to address customer concerns and improve the overall customer experience
• Develop and execute strategies to strengthen customer satisfaction, loyalty, and long-term customer relationships
• Review customer quotations, purchase orders, contracts, and terms and conditions to ensure compliance with company requirements and customer expectations
• Maintain an understanding of government contracting requirements, including DFARS and related compliance obligations, as applicable to customer orders and agreements
• Stay informed of industry trends, customer service best practices, and emerging technologies to drive continuous improvement within the department
• Prepare and present reports, recommendations, and performance updates to leadership regarding customer service operations and key initiatives
• Support business objectives by fostering a customer-centric culture focused on responsiveness, accountability, and service excellence

Requirements

• Bachelor's degree in Business Administration, Communications, Management, Marketing, or related field
• Experience managing and developing customer service teams
• Proven track record of improving customer satisfaction and service performance
• Experience using CRM systems and customer service software
• Experience handling escalated customer issues and conflict resolution
• Experience in manufacturing, distribution, or service-based environment
• Customer service principles, practices, and industry standards
• Customer relationship management (CRM) systems and customer support platforms
• Performance management and employee coaching techniques
• Quality assurance and service-level metrics (KPIs)
• Complaint resolution and conflict management strategies
• Basic understanding of business operations, policies, and procedures
• Strong leadership and team management abilities
• Excellent verbal and written communication skills
• Exceptional interpersonal and customer relationship-building skills
• Problem-solving and decision-making capabilities
• Ability to manage multiple priorities in a fast-paced environment
• Analytical skills with the ability to interpret customer service metrics and trends
• Strong organizational and time management skills
• Proficiency in Microsoft Office Suite and customer service software
• Ability to train, coach, and motivate employees