FREE ACCESS
5,000–10,000 jobs/day
See all jobs on Scoutfield
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
Customer Service Manager
ASSA ABLOY Opening Solutions. Lead daily customer operations, including capacity forecasting, work prioritization, team coverage, and timely customer responses .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading customer operations, focusing on capacity forecasting, service performance metrics, and team development. Proven ability to drive process optimization and enhance customer experience through data analysis and cross-functional collaboration.
Highest-signal resume keywords
Customer Operations LeadershipTeam Coaching and DevelopmentData Analysis and ReportingCapacity Planning and Resource OptimizationProcess Improvement Initiatives
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Capacity ForecastingService Level Agreement (SLA) ComplianceOrder ManagementPerformance Metrics ManagementRoot-Cause AnalysisQuality AuditsCross-Functional CollaborationProcess OptimizationCustomer Feedback AnalysisTeam Performance Improvement
Soft Skills
Strong Customer Relationship ManagementEffective CommunicationTeam LeadershipProblem-SolvingCoaching and Mentoring
Tools & Technologies
SalesforceOracleCRM PlatformsERP Platforms
Certifications & Qualifications
Lean CertificationSix Sigma CertificationProject Management CertificationChange Management Certification
Industry Keywords
B2BIndustrialTechnologyManufacturingDistributionCustomer ServiceOrder ManagementAccount Operations
Tech Stack
Tools & technologiesERPOracle
About the role
Key responsibilities & impact- Lead daily customer operations, including capacity forecasting, work prioritization, team coverage, and timely customer responses
- Own service performance metrics including SLA compliance, backlog aging, CSAT, first-contact resolution, and case/order accuracy
- Serve as the senior escalation point for issues involving order status, pricing, freight, billing, and delivery
- Coach and develop team members through one-on-ones, quality reviews, feedback, and performance improvement plans
- Monitor queue health, staffing levels, schedule adherence, and team capacity
- Recruit, onboard, train, develop, and cross-train team members
- Lead quality audits, root-cause analysis, and corrective actions
- Use CRM and ERP data to track metrics, maintain scorecards, and identify trends
- Partner with Sales, Operations, Supply Chain, Finance, Quality, and Product teams
- Translate customer feedback into actionable improvements
- Drive process optimization to improve efficiency, service quality, and customer experience
Requirements
What you’ll need- Bachelor’s degree or equivalent combination of education and relevant professional experience
- Five or more years of experience in customer service, order management, account operations, or customer support
- Three or more years of experience leading, coaching, and developing teams
- Experience managing a measurable service operation within a B2B, industrial, technology, manufacturing, or distribution environment
- Demonstrated success in coaching and developing employees to achieve performance and service goals
- Proven ability to manage and resolve strategic account escalations while maintaining strong customer relationships
- Strong data analysis and reporting skills
- Experience with capacity planning, workload forecasting, and resource optimization
- Track record of leading cross-functional initiatives and process improvement efforts
- Experience leading multi-site or regional customer operations teams is preferred
- Experience supporting products with complex configurations, pricing structures, or strategic account requirements is preferred
- Hands-on experience with Salesforce, Oracle, or comparable CRM and ERP platforms is preferred
- Lean, Six Sigma, project management, or change management experience is preferred
- Must be currently and legally authorized to reside and work in the United States
- Immigration sponsorship is not available
- International relocation or remote work arrangements outside of the United States will not be considered
Benefits
Comp & perks- Competitive salary and rewards package
- Competitive benefits and annual leave offering, allowing for work-life balance
- A vibrant, welcoming & inclusive culture
- Extensive career development opportunities and resources
- Flexible work environment
- Regular feedback, training, and development opportunities
- Equal opportunity and inclusive workplace
- Disability accommodations available during the application process or to perform essential job functions