Customer Service Manager II

ASSA ABLOY Opening Solutions

. Lead daily customer operations, including capacity forecasting, work prioritization, team coverage, and timely, accurate customer responses .

Posted 9/23/2026full-timeAustin • Texas • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in leading customer operations, focusing on service performance metrics, team development, and process optimization. Proficient in data analysis and cross-functional collaboration to enhance customer experience and operational efficiency.

Highest-signal resume keywords

Customer Operations LeadershipService Performance Metrics ManagementTeam Coaching and DevelopmentData Analysis and ReportingProcess Improvement Initiatives

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Capacity PlanningWorkload ForecastingResource OptimizationOrder ManagementAccount OperationsCustomer SupportService Level Agreement (SLA) ComplianceFirst-Contact ResolutionQuality AuditsRoot-Cause Analysis

Soft Skills

Team DevelopmentCustomer Relationship ManagementProblem SolvingCommunicationLeadership

Tools & Technologies

SalesforceOracleCRM PlatformsERP Platforms

Certifications & Qualifications

LeanSix SigmaProject ManagementChange Management

Industry Keywords

B2BIndustrialTechnologyManufacturingDistribution

Tech Stack

Tools & technologies

ERPOracle

About the role

Key responsibilities & impact

Lead daily customer operations, including capacity forecasting, work prioritization, team coverage, and timely, accurate 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 and operational risks 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 to identify and mitigate service risks
Recruit, onboard, train, develop, and cross-train team members
Lead quality audits, root-cause analysis, and corrective actions for continuous improvement
Use CRM and ERP data to track performance, maintain operational scorecards, and identify trends
Partner with Sales, Operations, Supply Chain, Finance, Quality, and Product teams to resolve customer-impacting issues
Strengthen the voice-of-customer feedback loop by translating customer insights into actionable improvements
Drive process optimization initiatives that 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, with the ability to drive decisions through metrics and insights
Experience with capacity planning, workload forecasting, and resource optimization
Track record of leading cross-functional initiatives and process improvement efforts across multiple business functions
Experience leading multi-site or regional customer operations teams in complex, customer-facing environments is preferred
Proven ability to support 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
Applicants must be currently and legally authorized to reside and work in the hiring country
Immigration sponsorship is not available
International relocation or remote work arrangements outside of the hiring country 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 to maximize your potential
Flexible work environment
Regular feedback, training, and development opportunities
Equal opportunity and inclusive workplace
Disability accommodations available during the application process and for essential job functions