Customer Service Manager - Manufacturing

A. O. Smith seeks a Customer Service Solutions Manager to lead customer service strategy and operations for its water heating and treatment products. In this role, you will manage a customer service team, optimize processes, and leverage CRM and data insights to improve response times, first-contact resolution, and customer satisfaction. You'll collaborate closely with sales, operations, and engineering to resolve complex issues, design service solutions, and support product innovation. This role fits a performance-driven leader who thrives in a manufacturing environment focused on safety, integrity, and continuous improvement.

Responsibilities

• Lead day-to-day customer service operations and team performance
• Design and implement customer service processes, standards, and KPIs
• Use data and CRM tools to analyze trends and drive service improvements
• Partner with sales, operations, and engineering to resolve escalated issues
• Develop customer-focused solutions for complex service needs
• Coach, mentor, and develop customer service team members
• Lead continuous improvement projects to enhance service quality and efficiency
• Report service performance and improvement plans to leadership

Required Skills

• Customer service strategy
• Contact center operations
• CRM systems (Salesforce or similar)
• Data analysis & reporting
• Process improvement/Lean
• Service KPI development
• Customer journey mapping
• Cross-functional collaboration
• Team leadership & coaching
• Escalation and issue resolution