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Customer Service Manager – Transportation Sales

Skyline Products

The Transportation Customer Service (TCS) team is a vital link to the overall success of Skyline Products Transportation Sales organization. Therefore, the role of Transportation Sales Customer Service Manager is one that holds extreme value and contribution to the success of Skyline Products Transportation Sales organization.

Essential Duties & Responsibilities: 

  • Increase Skyline Products Transportation customer satisfaction levels by providing: problem-solving resources, proactive “out of the box” thinking, solid project management and effective communication plans used to manage the Transportation Customer Service and Field Technician staff effectively
  • Manages customer service and field service teams and enforces company policies within
  • Creates, manages and continuously improves the customer service and customer project commissioning business plans
  • Confers with sales/customer personnel to provide technical advice to resolve problems
  • Prepares customer service call and customer project commission status reports for management, client or others
  • Maintains consistent communication with customers to complete successful sign commissioning and field service calls
  • Conducts stakeholder meetings to discuss project status, risks, schedules and logistics
  • Manages training for field and customer service teams
  • Maintains proactive project plans that include customer installation sites, serial numbers and other associated information
  • Works with internal logistics team to procure, schedule and communicate to the customer, project commission transportation and cranes for offloading of signs according to requirements
  • Creates and maintains centralized field service technician schedule
  • Creates processes and maintains compliance to statewide pricing agreements or Skyline Products terms and conditions requirements as they relate to customer service and commissioning of signs
  • Confirms offloading and customer site storage of signs are properly completed
  • Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions/analysis; enforcing company policies and procedures
  • Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans (including but not limited to); implementing/tracking/resolving production to final acceptance of installation efforts, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change
  • Meets customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions
  • Meets annual customer service group ISO audit expectations according to company policy
  • Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting post purchase and final surveys; forming focus groups; bench-marking best practices; analyzing information and applications
  • Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes
  • Maximizes customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing network problems
  • Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
  • Accomplishes information systems and organization mission by completing related results as needed

Skills & Qualifications:

  • Proven team management experience in high stress environments
  • Project Management Professional Certification desired but not required
  • Ability to travel 10-25% of the time or higher as needed
  • Ability to strongly create and lead multiple projects according to corporate requirements and associated plans
  • Agile project management experience using MS Project, Excel or other related tools
  • Experience in developing and realizing revenue streams within a customer service environment
  • Strong organizational, communication and writing skills are required including strong ability in creating effective networks both with internal company and external customer groups
  • Operational tools experience including but not limited to: Microsoft Office Suite, Salesforce, Heat, Made to Manage and Service Cloud
  • Process improvement experience using industry known continuous improvement methods
  • Pragmatic and customer-centric decision making ability under high pressure
  • Managing processes, staffing schedules and associated planning efforts
  • Creating and tracking team plans, budgets, expenses and analyzing that information to a deep level is required
  • Developing team and customer expectation standards and associated plans
  • Help desk experience and championing and emphasizing excellence within an organization
  • Technical aptitude and comfortable working within an electrical and structural manufacturing environment

Job Type: Full-time

Pay dependent on experience.

To apply for this position, email resume and cover letter to