Customer Service and Support Manager
$87400/y-$125800/y
Cincinnati Incorporateda day ago
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OnsiteFull-timeSenior
Summary
Cincinnati Incorporated is seeking a Customer Service and Support Manager to join their team in Harrison, OH. The role involves managing Aftermarket Operations teams to deliver exceptional customer service and drive revenue growth.
About the Role
As a Customer Service and Support Manager, you will oversee team leaders responsible for providing technical support and ensuring parts availability. Your responsibilities will include managing daily operations, collaborating with various departments to resolve issues, implementing training programs, monitoring customer satisfaction metrics, and developing customer-specific strategies.
About You
Required:
- Bachelor's degree in Business, Marketing, or a related field.
- 5+ years of experience in sales operations, sales support, inside sales, or a related administrative role.
- Strong proficiency with CRM systems such as HubSpot, field service management software, and ERP systems.
- Proven ability to work in a cross-functional environment, managing multiple projects.
- Excellent communication, interpersonal, and problem-solving skills, with a customer-first mindset.
- Fundamental skills in Microsoft Google Sheets / Excel (pivot tables, VLOOKUPs, charts, dashboards).
- Aptitude for resolving logistical bottlenecks and complex customer disputes quickly.
- Ability to build trusted relationships with field technicians and service managers.
- High attention to detail and commitment to data accuracy.
Preferred:
- Experience in industrial manufacturing and working with capital equipment.
- 3+ years of experience in a customer service or call center environment.
- Basic knowledge of SQL or BI tools (Tableau, Power BI) is a bonus.
- Leading change within a cross-functional environment.
- Experience with deploying systems to monitor, evaluate, and respond to CX metrics.
Benefits
- Paid Vacations
- Paid Holiday and Personal Days
- Medical Insurance (including HSA)
- Dental Insurance
- Vision Insurance
- Accident Insurance
- Life Insurance: AD&D
- Disability Insurance
- Generous 401K Employer Match
- Flexible Spending Account
- Tuition Reimbursement
- Employee Assistance Program
- Parental Leave
Cincinnati Incorporated
Cincinnati Incorporated (CI) is a U.S.-based, build-to-order machine tool manufacturer with over 120 years in the industry. Our engineering and manufacturing expertise makes us the ideal partner for companies building innovative products that demand extraordinary durability, stability, and industry-leading features. At our state-of-the-art, Ohio-based facility, we develop and build custom software, dependable laser cutting systems and automation equipment as well as metal fabrication equipment, including press brakes, shears, and PM presses. Our extensive knowledge puts us in a unique position to help you drive efficiency in your manufacturing process no matter how simple or complex.
Harrison, OH