USA-IN-Bristol

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Customer Service Manager

Job Description

Dexter is the premier manufacturer and supplier of axles, suspension, brakes, doors, venting products, trailer parts, accessories, and towing components serving the commercial trailer, RV, heavy-duty, marine, agriculture, and manufactured housing markets has an opportunity for a Customer Service Manager at our manufacturing facility located in Bristol, IN.

Headquartered in Elkhart, Indiana, Dexter has manufacturing and distribution locations throughout the U.S. and Canada. Employing state-of-the-art robotics, precision welding equipment, and automated machining processes, Dexter has achieved many years of success through a commitment to the principles of superior quality, continuous improvement, and unparalleled customer service.

For more information about our company, access Dexter's web site at www.dextergroup.com.

JOB DESCRIPTION
The Customer Service Manager is a key leadership role responsible for driving a high-performing Customer Service function that delivers a consistent, positive, and reliable customer experience. This role leads the Customer Service team, oversees pricing administration and inside sales support, and partners cross-functionally to support operational execution, order accuracy, and customer satisfaction. The Customer Service Manager is accountable for team performance, process improvement, and aligning customer service activities with business objectives.

More specifically, this position will be responsible for activities including but not limited to the following:

• Plan and organize daily customer service operations, including workload distribution, staffing needs, and service priorities.
• Ensure timely and accurate response to customer inquiries, order requests, and service issues in a high-volume environment.
• Support and oversee order entry and order management activities to ensure accuracy, efficiency, and on-time fulfillment.
  Monitor service levels, quality standards, and team performance to ensure customer and business expectations are met.
• Serve as the primary escalation point for complex or sensitive customer issues, ensuring timely resolution and clear communication.
• Review customer feedback, complaints, and service trends; assign follow-up actions and ensure corrective and preventive measures are implemented.
• Partner with Operations, Sales, Finance, and other internal teams to resolve issues, improve workflows, and support business objectives.
• Coach, train, and develop Customer Service team members to build a high-performing team.
• Identify and implement process improvements to enhance efficiency, reduce errors, and improve the overall customer experience.
• Perform other duties as assigned

SUPERVISORY RESPONSIBILITIES
Directly supervises Customer Service employees. Carries out supervisory responsibilities in accordance with company policies and applicable laws, including interviewing, hiring, training, planning and assigning work, evaluating performance, recognizing performance, addressing corrective actions, and resolving employee issues.

Minimum Qualifications

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below represent the knowledge, skills, and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION:

• Associate degree in Business or a related field required; bachelor’s degree preferred.
• Minimum of five (5) years of progressive customer service experience, including supervisory or people leadership responsibilities.
• Experience in a manufacturing or industrial environment preferred.
• Equivalent combinations of education and experience will be considered.

SKILLS AND ABILITIES

•  Strong leadership, coaching, and team development skills.
• Excellent communication and interpersonal skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving and decision-making capabilities.
• Proficiency with customer service systems, ERP systems, and standard office software.

Dexter is driven by our core values committed to Safety, Quality and Integrity:

• Execute with Determination - Be curious, work together, break new ground, find solutions, fulfill our commitments, surpass expectations!
• Connect with People – Empower employees to grow, engage and collaborate; build lasting customer partnerships; care for our communities.
• Do the Right Thing – For our people, for our customers, and for the business.  

We care for our people.  Here are some of our great, comprehensive Benefits:

• Dexter offers a competitive wage
• Full benefits package including Health, Dental, Vision, Life, STD, LTD, FSA, HSA
• 3% profit sharing in our Safe Harbor program
• 401(k) Plan with company contributions
• Opportunities for internal career development and growth

Apply now to join an industry leader and make a difference in what we do for the customers we serve!

Equal Opportunity Employer

Offers of employment are contingent upon successfully passing a background check and drug screen. Dexter Axle Company is an equal opportunity employer. Applicants are considered for positions without discrimination on the basis of race, color, creed, religion, national origin, gender, age, disability, veteran status, citizenship status or any other characteristic protected by federal, state or local law.