Customer Service Manager - Rentals

About Our Client

My client is a large global industrial machinery manufacturer. They are fast growing and offer very competitive benefits and a strong family oriented corporate culture with ample room for career advancement.

Job Description

• Lead, mentor, and manage a team of customer service representatives to provide superior customer support.
• Develop and implement customer service policies, procedures, and standards.
• Monitor team performance, set goals, and provide coaching to drive excellence.

• Serve as the primary point of contact for escalated customer issues, resolving them promptly and effectively.
• Build and maintain strong relationships with key customers to ensure loyalty and repeat business.
• Conduct regular customer satisfaction surveys and implement improvements based on feedback.

• Coordinate with the operations team to ensure timely delivery, pickup, and maintenance of rental equipment.
• Monitor inventory availability and communicate proactively with customers about equipment status.
• Implement process improvements to enhance service delivery and efficiency.

• Develop training programs to ensure the team is knowledgeable about products, services, and customer service best practices.
• Stay updated on industry trends and train staff accordingly.
• Foster a positive and collaborative team culture.

• Analyze customer service metrics (e.g., response times, satisfaction scores) to identify trends and areas for improvement.
• Prepare regular reports on customer service performance and present them to senior management.
• Use CRM and other tools to manage customer interactions and maintain accurate records.

• Partner with sales and marketing teams to align customer service initiatives with business goals.
• Collaborate with the technical and operations teams to address equipment-related issues.
• Act as a liaison between customers and internal departments to resolve disputes or provide additional support.

MPI encourages applications from minorities, women, the disabled, protected veterans and all other qualified applicants.

The Successful Applicant

• Bachelor's degree in Business Administration, Customer Service, or a related field (or equivalent work experience).
• 5+ years of customer service experience, with at least 2 years in a supervisory or management role.
• Experience in the rental equipment industry is highly preferred.

• Strong leadership and team management skills.
• Excellent problem-solving and conflict resolution abilities.
• Proficient in CRM systems and customer service software.
• Strong communication and interpersonal skills.
• Ability to prioritize tasks and manage time effectively in a fast-paced environment.

• Familiarity with rental equipment types and their applications.
• Professional certifications in customer service or management (e.g., Certified Customer Service Manager).

What's on Offer

Target compensation for the Customer Service Manager is $90,000 - $115,000 base salary + 10% bonus. Compensation is commensurate with candidate's experience.