Customer Service Manager - Promat by Etex : Job Details

Job Title: Customer Service Manager

Department: Customer Service / Sales

Reports To: General Manager

Location: Promat USA – Maryville, TN, on-site initially, hybrid flexibility in the future

FLSA Status: Full-time, Exempt, Salary

What's in it for you?

--Competitive salary with annual salary review and bonus.

-FULLY paid top tier medical, dental, & vision benefits for you and your family.

-Outstanding paid time off policy.

-Flexible work arrangement

-Student Loan Assistance, up to $5,000 annually as eligible.

-Learning and Development Opportunities including Tuition Reimbursement.

-Highly engaged culture, stable workforce, within a strong, growing global company

At Etex, our purpose is to inspire new ways of living. We are an international leader in sustainable construction, driven by a passion for excellence, but it's our people that are our top priority. We connect, collaborate, and champion the well-being of our employees, forming partnerships and pioneering change in our ever-evolving industry.

At Etex, we seek to make a meaningful impact on the lives of our customers and our communities. Are you looking for a company where you can learn, grow and lead? Join us as a Customer Service Manager where you can work on site and remote from the Maryville, Tennessee area.

The mission of the role is to serve as both a player and coach: directly supporting customers while also leading and developing the Customer Service team. This role is central to Promat's growth strategy, ensuring customers receive exceptional support while driving improvements in efficiency, best practices, and systems that scale with the business. The Manager partners cross-functionally with Sales, Operations, Finance, and Manufacturing to build a customer-centric culture, improve service quality, and deliver on growth and efficiency goals.

What you'll do…

Customer Engagement (Player):

• Serve as direct point of contact for key customers, handling escalated inquiries and ensuring resolution of issues.
• Support day-to-day order management, quotes, and customer communications when needed to meet service levels.
• Partner with Sales to understand customer needs and anticipate opportunities for value-added support.

Team Leadership (Coach):

• Lead, coach, and develop a team of Customer Service Representatives to deliver a superior customer experience.
• Set and manage Key Performance Indicators (KPIs) for service, accuracy, responsiveness, and efficiency.
• Foster a culture of accountability, collaboration, and continuous improvement within the team.
• Conduct regular team meetings to align goals, share best practices, and build engagement.

Process & Efficiency Improvement:

• Drive adoption of best practices, standard operating procedures, and ISO standards to ensure consistency and efficiency.
• Identify and implement workflow improvements, automation opportunities, and system enhancements (CRM, ERP, order management).
• Partner with Operations and Finance to improve order accuracy, reduce errors, and streamline handoffs.

Growth Enablement:

• Develop customer service strategies that scale with Promat's growth, aligning with the company's goal of significant sales expansion.
• Collaborate with Sales and Marketing to support new product launches, customer onboarding, and proactive service initiatives.
• Track and report progress against KPIs and customer feedback, using data to guide improvements.
• Contribute to forecasting and planning by providing customer service insights.

What you'll bring…

Required:

• Bachelor's Degree in Business, Operations, or related field (Associate's Degree with significant experience will be considered).
• 5+ years of progressive customer service or inside sales experience, including 2+ years in a supervisory or managerial role.
• Proven ability to balance direct customer engagement with team leadership responsibilities.
• Strong analytical and problem-solving skills; able to translate customer and process data into action.
• Excellent communication, negotiation, and conflict resolution skills.

Preferred:

• Experience in a manufacturing or industrial products environment.
• SAP experience strongly preferred, SD module specifically.
• Prior experience implementing efficiency improvements, process automation, or customer service systems.
• Familiarity with CRM and ERP platforms (Salesforce, SAP, or similar).
• Bilingual Spanish
• Ability to travel occasionally (