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Customer Service Manager in Lewisville, TX at Standard Motor Products

Date Posted: 2/4/2020

Job Snapshot

Job Description

Job Description and Responsibilities:

The Customer Service Manager will be responsible for overseeing and managing Customer Service Representatives handling inbound calls, order entry and credit processing from our customer base.  The position provides training to Reps, monitoring of calls, coaching, evaluating and providing developmental guidance to assist employees in meeting and achieving their goals.  Additional responsibilities include:


  • Continue to move forward with the Call Recording Program and providing feedback to Reps either verbally or in writing.
  • Handle escalated Customer Service calls.
  • Work with HR department and staffing services to address staffing needs and discipline issues.
  • Document Standard Operating Procedures for new processes; review current SOPs when processes are changed.
  • Oversee the development and distribution of NAFTA and Certificate of Origin documents as requested by Export accounts.
  • Assist A/R Manager in resolving Customer billing issues.
  • Maintain Customer Loyalty/BTB program records and provide reports.
  • Track and produce various promotion orders and sales analysis reports on a monthly/quarterly basis for different departments in building.
  • Review and approve credit / debit
  • Produce yearly overstock bank report – used to load customer overstock bank values.
  • Troubleshoot system errors; assist in correcting EDI error messages and testing system program changes
  • Manage reception desk and mail room
  • Conduct customer conference calls as needed (OE/OES)
  • Gather and record customer scorecards
  • Assist outside salesforce with various tasks
  • Other duties as assigned


Job Requirements

Job Requirements:

  • Bachelor’s degree from four year college or university; or equivalent progressive experience with a demonstrated history of obtaining measurable results in a customer service environment required.
  • Strong verbal and written communications skills; should be able to communicate with all levels of the organization.
  • Able to lead; previous Customer Service experience and Managerial experience required
  • Good analytical and problem solving skills; good organizational skills. Ability to define problems, collect data, establish facts, and draw valid conclusions.  Ability to interpret situations and adjust effort accordingly.
  • Self-motivated, good attitude, willing to learn, excellent attendance.
  • Proficient in MS office applications; strong understanding of computer based systems


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