Overview
Customer Service & Quotations Manager Jobs in California, United States at Arcosa Inc.
Title: Customer Service & Quotations Manager
Company: Arcosa Inc.
Location: California, United States
What You'll Do
- Lead, coach, and manage a team of customer service and quotations representatives to ensure high-quality customer and regional sales manager support.
- Monitor team performance, set KPIs, and provide regular feedback and performance reviews.
- Develop and implement customer service policies, procedures, and best practices.
- Handle complex or escalated customer complaints and ensure timely resolution.
- Analyze customer service metrics (response times, resolution rates, customer satisfaction scores) and implement improvements.
- Collaborate with cross-functional teams such as Sales, Engineering, and Operations to address customer needs and feedback.
- Ensure consistent communication standards across all support channels (phone, email, chat, etc.).
- Train and onboard new customer service staff when necessary.
- Identify opportunities to improve customer experience and operational efficiency.
- Prepare reports on service performance and present insights to senior management.
What You'll Need
- Bachelor’s degree in Business Administration, Communications, or a related field (or equivalent experience).
- 3–5+ years of experience in customer service, with at least 1–2 years in a leadership or supervisory role.
- Strong leadership, communication, and conflict resolution skills.
- Experience with ERP systems (Oracle) and CRM platforms.
- Ability to analyze performance metrics and drive improvements.
- Excellent organizational and problem-solving skills.
- Customer-focused mindset with a commitment to service excellence.
How You’ll Shine
- Experience managing multi-channel customer support teams.
- Knowledge of customer experience (CX) strategies and service optimization.
- Ability to work in a fast-paced, high-volume environment.
