Job Title: Customer Service Manager (SAP Experience Required)

Location: Dallas, TX Department: Customer Service Job Type: Full-Time | On-site

Position Summary:

We are seeking a dynamic and experienced Customer Service Manager to lead our customer support team. The ideal candidate will have a strong background in customer service operations, proven leadership experience (minimum 3 years), and hands-on expertise with SAP systems. This role is critical in driving customer satisfaction, streamlining service processes, and fostering a high-performance team culture.

Key Responsibilities:

Lead, mentor, and develop a team of customer service representatives to deliver exceptional service. Oversee daily operations of the customer service department, ensuring KPIs and SLAs are consistently met. Utilize SAP to manage customer orders, returns, invoicing, and service-related data. Analyze customer service metrics and implement strategies for continuous improvement. Collaborate cross-functionally with Sales, Logistics, and IT to resolve customer issues efficiently. Handle escalated customer concerns with professionalism and urgency. Develop and maintain standard operating procedures (SOPs) for customer service processes. Conduct regular training sessions to enhance team skills and SAP proficiency. Prepare and present performance reports to senior management.

Qualifications:

Bachelors degree in Business Administration, Management, or a related field. Minimum 3 years of leadership experience in a customer service or call center environment. Proficient in SAP (SD module preferred) with a strong understanding of order-to-cash processes. Excellent communication, problem-solving, and interpersonal skills. Strong analytical mindset with the ability to interpret data and drive decisions. Experience with CRM systems and customer service software is a plus. Ability to thrive in a fast-paced, customer-focused environment. All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.