CUSTOMER SERVICE MANAGER

Job Description

Job Description

We are Engineering the Future

Only 30 minutes from Mobile Bay and just an hour from the white sand beaches of Alabama's Gulf Coast, your next career move could come with a view. Join Kiashan Compressor USA in Loxley, Alabama where we design and engineer high quality rotary screw air compressors that are driving a more energy efficient future. Our 130,000 square foot facility is both state-of-the-art and climate controlled. This role is an in-person role and is not eligible for remote work.

We are seeking a Customer Service Manager to own and develop the customer relationship team as they support our distributor network across the Americas. As no two days are ever the same in customer service, you'll aways have the ability to create amazing relationships that contribute to our success by using your passion for problem solving, going above and beyond and working to provide industry-leading service. Our customer service specialists are known for going the extra mile and as the manager of that team we have high expectations that you will motivate and engage your team throughout the working day. We actively promote a team culture to achieve KPIs, while also being able to manage performance, deliver feedback and drive positive change.

Key Responsibilities

Leadership & People Development

• Lead, coach, and develop a team of customer service representatives to achieve high performance and professional growth
• Establish clear expectations, performance metrics, and development plans for each team member
• Conduct regular one-on-ones, performance reviews, and career development conversations
• Foster a positive, engaged, and accountable team culture built on trust, respect, and collaboration
• Identify talent gaps and develop training programs to enhance product knowledge, communication skills, and service execution
• Champion employee engagement and retention through recognition, mentorship, and growth opportunities

Customer & Distributor Support

• Ensure timely, accurate, and consistent responses to distributor inquiries, orders, and technical support needs
• Serve as an escalation point for complex customer issues, driving resolution with urgency and professionalism
• Partner closely with Sales, Operations, Engineering, and Supply Chain teams to deliver a seamless distributor experience
• Continuously evaluate and improve service processes to enhance responsiveness, efficiency, and customer satisfaction
• Monitor KPIs such as response time, order accuracy, and customer satisfaction

Process Improvement & Operational Excellence

• Analyze workflows and identify opportunities to streamline processes and reduce waste
• Implement best practices for order management & communication
• Utilize data and customer feedback to drive continuous improvement initiatives
• Collaborate with cross-functional teams to improve systems, tools, and reporting capabilities
• Support ERP system enhancements to improve service outcomes

Qualifications

• Bachelor’s degree preferred.10-15 years of experience in lieu of education
• 5+ years of customer service experience in a manufacturing or industrial environment preferred
• 3+ years of leadership experience managing teams required
• Experience working with distributor-based sales channels required
• Familiarity with ERP systems
• Highly proficient in Microsoft Office including Teams, Outlook, Excel, Word and PowerPoint
• Highly proficient in SharePoint
• Strong problem-solving and decision-making skills
• Excellent communication and interpersonal skills
• Experience in compressor systems, rotary screw equipment, or industrial machinery
• Bilingual capabilities (English/Spanish) preferred

Success Measures

• Improvement in team engagement and retention
• Achievement of service KPIs (response time, task accuracy, resolution time)
• Positive distributor feedback (NPS scores)
• Demonstrated alignment with and enforcement of company core principles
• Measurable growth and development of team members

Why This Role Matters

This role is critical to ensuring our distributors experience a best-in-class level of service that reflects our brand and values. By developing a strong team and reinforcing our core principles, the Customer Service Manager plays a direct role in customer loyalty, operational success, and long-term business growth.

Really Good Benefits

We offer medical, dental, vision, Short and Long-term disability, a 401K match of 6% and a quarterly gain sharing (profit sharing) program that will seem unreal.

Our customers come from all walks of life and so do our colleagues. That's why we are proud to be an equal opportunity employer. Ready to join the team? Apply today at Kaishanusa.com/careers.